When submitting a support ticket to HEAVY.AI, understanding the severity levels is crucial for ensuring timely and appropriate responses. HEAVY.AI categorizes incidents into four severity levels based on their impact on production environments and business operations.
These classifications help streamline incident management and ensure that critical issues are prioritized effectively.
|
Severity Level |
Definition |
| S1 - Critical | The highest priority. An Incident has rendered a Production Environment completely inoperable, without any possible workarounds. Must be impacting a Production Environment and have severe business consequences. |
| S2 - High | An Incident causing a significant (but not complete) disruption or degradation of Product functionality in a Production Environment, without any possible workarounds. |
| S3 - Medium | An Incident with improper Product functionality, but with workarounds or acceptable impact. |
| S4 - Low | Feature requests or Incidents with little or manageable impact; default severity for all Incidents. |
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