This document describes how the severity is assigned to support tickets.
The severity of a ticket is defined by two factors, the environment type and the business impact. The following table outlines the severity for each possible scenario:
|Severe Business Impact||Severity 1||Severity 3|
|High Business Impact||Severity 2||Severity 3|
|Moderate Business Impact||Severity 3||Severity 4|
|Low Business Impact||Severity 4||Severity 4|
For more detailed information about the business impacts, please review the descriptions and examples.