iTwin IoT - Priority Definitions for Technical Support Cases

Overview

When creating a support case, you will be able to select a priority for the case. This priority allows our support staff to prioritize cases to address them in an efficient and logical fashion. This article provides definitions for the Priority of a case to help you select the appropriate priority for you case. If we evaluate your case and determine that the priority is misconfigured, we will let you know and change the priority within our system.

Priority	Description
Critical	Complete loss of service or production down situations where no workaround exists. Incidents which have a critical impact on the business's ability to maintain operations and demand an immediate response. The production down incident affects multiple locations or high number of users in one location.
High	Severe loss of functionality or performance. Major feature/product failure, where short-term workaround may be available; operation can continue in a restricted fashion. The application is usable but severely limited. Risk of impacting the deadline. A high number of users unable to perform their functions.
Medium	Incidents that cause non-critical product features to malfunction consistently. Major feature/product failure where an acceptable workaround is available. Problems with a business function in the software, which causes severe inconvenience to users.
Low	Incidents that do not compromise production or for which a suitable workaround has been identified. Operational questions, informational requests. Limited impact and urgency work progress not directly impacted.

Priority definitions are also available directly in the form when submitting a new Support Case. Click on the "?" next to "Priority to display a pop-out tool tip.