| Support > Technical Support severity levels |
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Our Technical Support Team will prioritize support requests based on the severity level of the issue reported. The severity level of issues reported are rated as follows:
| Severity |
Criteria |
| 1 |
Customer's production system is down
Customer's production implementation of a GFI Software package is unavailable resulting in critical business impact and disruption of organization. No work-around is available. |
| 2 |
Major feature/function failure
Production or development installation of GFI Software products are failing and causing significant disruption of work with moderate to low business impact. |
| 3 |
Minor feature/function failure
Product does not operate as designed. Impact is isolated to few people and business impact is low. |
| 4 |
Minor problem
How-to, documentation, general information, enhancement request, etc. |
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