Severity Levels

Opening a support case online can make it easier to share technical data, error messages, and system information with your ATIX Support representative. Following the online submission with a phone call can reduce response time as well as potential errors in the capture of information.

We recommend that you follow any Severity 1 and 2 online support case submissions with a phone call to our support center.

ATIX uses the following definitions to classify issues:

Severity 4 (Low)

Severity 4 (LOW): A general usage question, reporting of a documentation error or recommendation for a future product enhancement or modification. For Production Purposes, there is low-to-no impact on your business or the performance or functionality of your system. For Development Purposes, there is a medium-to-low impact on your business, but your business continues to function.

SEVERITY 3 (Medium)

Severity 3 (MEDIUM): A problem that involves partial, non-critical loss of use of the Software for Production Purposes or Development Purposes. For Production Purposes, there is a medium-to-low impact on your business, but your business continues to function, including by using a procedural work around. For Development Purposes, where the situation is causing your project to no longer continue or migrate into production.

 

SEVERITY 2 (High)

Severity 2 (HIGH): A problem where the Software is functioning but your use for Production Purposes is severely reduced. For Production Purposes where the situation is causing a high impact to portions of your business operations and no procedural work around exists.

SEVERITY 1 (Urgent)

Severity 1 (URGENT): A problem that severely impacts your use of the Software for Production Purposes (such as loss of production data or in which your production systems are not functioning). The situation halts your business operations and no procedural work around exists.