Simpplr Support Case Severity and Priority

When you submit a request to the Simpplr Support queue, it is filed by our Support team according to a number of factors.

Your Issue Type will help us process the severity and priority of your case. This helps ensure cases are responded to in a timely and efficient manner. 

The graphs below will help you understand how tickets are responded to in regards to severity and priority. 

What does Severity mean?

Severity: Assigned solely by Simpplr, it is the assessed possible risk or effect of an incident/issue on client's business operations.

Severity Definition
1 Critical issue resulting in a complete system outage or major application failure, preventing a critical business process that has immediate financial impact or impact to data integrity. There is no workaround available.
2 Serious issue preventing execution of a critical business process, causing disruption of a major business function. Major functionality is severely impaired. Serious impact on daily functions or processing and there is no acceptable workaround
3 Issue that does not prevent the execution of a critical business process and does not impact data integrity. The problem may be circumvented using an available workaround.
4 An inquiry and/or low system/business process impact issue. Examples include cosmetic defects on screens, errors in documentation, or question/how-to type requests.

 

What does Priority mean? 

Priority: This is decided based on Issue Type chosen in the request form and dictates to Simpplr the order in which tickets of the same severity should be addressed.

Customer Priority  Definition
Urgent The highest priority ticket out of all tickets of the same Severity. At most, there should be only 1 Urgent priority ticket per Severity.

Customer uses to identify for Simpplr, if only one could be addressed, which item would be of the highest importance for resolution out of all tickets of similar Severity.
High Signifies a major issue impacting business process or application usage for the client. Needs addressing as soon as possible and if other tickets of lower priority are present, this case should be worked on with higher priority than others.

If multiple High priority issues are present, business impact/scope will then be taken into consideration.
Normal Majority of issues reported by client. Customer is requesting assistance or information, and can work with Support to resolve. If timelines change or business impact increases, priority will increase accordingly.
Low Customer identified item that's more of a "nice to have" or is of low impact to client and business. Address issue as time/release availability allows, but customer may have an easy workaround for issue that is satisfactory.
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