When submitting tickets to the Mattermost Support Team, we request that you select the appropriate case priority.
To help you set the appropriate priority, we provide the following guidelines.
|Severity Level||General Description||Example|
|Urgent/Level 1||Critical - Issue on a production system preventing business operations. A large number of users are prevented from working, and no procedural workaround is available.||System hangs or crashes, critical functionality not available, data loss or data corruption, a large number of end-users blocked from work. Impact escalating quickly.|
|High/Level 2||Major - Issue on a production environment severely impacting business operations.||Significant performance degradation, important functionality not available, a small number of users blocked from work, the impact is escalating.|
|Normal/Level 3||Moderate - Issue causing a partial or non-critical loss of functionality in a production environment. A small number of users are affected.||Some system functions not available, minor performance degradation, a small number of users impacted, the impact is not escalating.|
|Low/Level 4||Minor - Issue on non-production system or question, comment, feature request, documentation issue or other non-impacting issues.||
Incorrect product behaviour without impact, or product question or enhancement.
|Weekday Coverage||Weekend Coverage||Low and Normal SLA||High Priority SLA||Urgent Priority SLA|
|Professional||Yes||No||Next Business Day||Next Business Day||Next Business Day|
|Professional Plus||Yes||Yes*||Next Business Day||4 Hours||4 Hours|
|Enterprise||Yes||Yes*||4 Hrs Same Business Day||4 Hours||4 Hours|
|Premier Support||Yes||Yes*||4 Hrs Same Business Day||2 Hours||1 Hour|
|*Weekend Coverage applies to High and Urgent tickets only|