What are the different Severity Levels?

What are the different Severity Levels?

There are 4 different levels of severity you need to know about when you log a ticket:
  1. Critical Business Impact
  2. Significant Business Impact
  3. Minimal Business Impact
  4. Nominal Business Impact
Please see below a definition of each level of Severity as well as an example for each.

Critical Business Impact
  1. A critical issue that has a severe impact on your business
  2. 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
  1. The website or application is usable, but severely limited.
  2. 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
  1. Some website/application functionality has stopped working and only affects some Users. A workaround may exist.
  2. 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
  1. 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
  2. For example, how to add a new article, or can we update an information link.