Frequently Asked Questions
What are the Ticket Priority Levels?
Last Updated 5 years ago
- Emergency – Reserved for catastrophic failures – exceptions, crashes, corrupt data, etc. that (a) prevent somebody from completing their task, and (b) have no workaround. These should be extremely rare and should be fixed within 24 hours.
- High – These may refer to unhandled exceptions or to other “serious” bugs that only happen under certain specific conditions (i.e. a practical workaround is available). The key distinction between (1) and (2) is not the severity or impact but the existence of a workaround. No hard limit for resolution time, but should be fixed within 2 – 3 business days.
- Normal – Usually reserved for performance issues. Anything that seriously hampers productivity but doesn’t actually prevent work from being done. No hard limit for resolution time, but should be fixed within 3 – 5 business days.
- Low – These are “nuisance” bugs. A default setting not being applied, a read-only field showing as editable (or vice-versa), a race condition in the UI, a misleading error message, etc.