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.
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High | - Loss of application functionality or performance resulting in multiple users unable to perform their normal functions.
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Normal | - A localized issue with isolated business impact that does not affect essential product functions.
- A question on product functionality or configuration.
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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.
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