Commerce Vision Support uses the guidelines below for priority evaluation in every ticket. 

 

Priority level 

Description 

Urgent 

  • Production site down and/or loss of functionality causing the site to cease from operating or accepting orders from all users; 

And/or 

  • All site administrators unable to access site; 

And/or 

  • Significant performance degradation that causes high impact on business operations for a significant number of processed transactions. 

High 

  • Loss of application functionality or performance resulting in multiple users unable to perform their normal functions. 

Normal 

  • A localized issue with isolated business impact that does not affect essential product functions. 
  • A question on product functionality or configuration. 

Low 

Problem ticket: 

  • Used for root cause analysis when the business impact has been mitigated. 
  • Used for upgrade procedure as a permanent fix roll-out.