What are the different Severity Levels?
There are 4 different levels of severity you need to know about when you log a ticket:
- Critical Business Impact
- Significant Business Impact
- Minimal Business Impact
- Nominal Business Impact
Please see below a definition of each level of Severity as well as an example for each.
Critical Business Impact
- A critical issue that has a severe impact on your business
- For example, the website/app is down or inaccessible, or all Users are unable to perform a fundamental action (eg, registration, login, bookings, payments etc..)
Significant Business Impact
- The website or application is usable, but severely limited.
- For example, a number of users are unable to perform certain, important actions within the site/application (eg, some verification emails not being received, or a 3rd Party service is down.
Minimal Business Impact
- Some website/application functionality has stopped working and only affects some Users. A workaround may exist.
- For example, an item of functionality doesn’t work in a specific browser, or there’s a minor display issue or text change required
Nominal Business Impact
- Mainly tickets around understanding of the website/application and how specific items of functionality work. This may also include feature requests or minor display or text changes
- For example, how to add a new article, or can we update an information link.