System is down and is affecting the majority or whole transactions and operations within the platform.
Such an issue causes a full outage or makes a critical function of the product to be unavailable for everyone, without any known workaround.
High Severity (P1)
Any defined as something so critical to the release of the product that you wouldhold the release to include/fix it.
Any fault which causes the failure of a critical feature that has a substantialimpact on the business.
Significant loss of visibility of application performance or irreparable loss of data within the application (such as the System being unreachable from multiple locations).
Client declared critical issue with the concurrence of client and Service Provider Management.
Any fault that keeps the system from meeting significantly documented standards or performance specifications.
Any fault that keeps the system from meeting regulatory and safety standards.
Medium Severity (P2)
Any fault which causes the failure of a non-critical feature of the application.
The application is running at a degraded capacity with a potential risk of losing critical data.
Failures in application performance that requires additional dedicated resources to maintain core application elements.
Discovery of application bug with NO short-term workaround.
Low Severity (P3)
Loss of administrative capabilities (non-high/non-medium).
Loss of full feature functionality (non-high/non-medium).
Discover of application bug with a short-term workaround.
Any remote upgrade or support not associated with resolution of a high or medium severity issue.
