Critical - Critical Business Impact
Critical issue occurring on production system preventing business operations. A large number of users are prevented from working with no procedural workaround. Characteristics of a critical issue:
- System hangs or crashes
- Critical functionality not available
- Data loss or data corruption
- Large number of end users blocked from work
- Impact is escalating quickly
Major - Significant Business Impact
Major issue occurring on production system severely impacting business. A large number of users are impacted by issue but they are still able to work in a limited capacity. Characteristics of a major issue:
- Significant performance degradation
- Important functionality not available
- Small numbers of users blocked from work
- Impact is escalating
Medium - Normal Business Impact
Issue causing a partial or non-critical loss of functionality on production system. A small number of users are affected. Characteristics of a medium issue:
- Some system functions not available
- Minor performance degradation
- Small number of users impacted
- Impact is not escalating
Low - Minimal Business Impact
Issue occurring on non-production system, or question, comment, feature request. Characteristics of a low item:
- Incorrect product behavior without impact
- Product question or enhancement