Severity level indicates the relative impact of an issue on our customer’s systems or business processes. Odin support uses the following severity level definitions to classify all support requests:
Severity 1 (Urgent):
- A production hardware server is down or does not boot (excluding hardware issues).
- Virtualization software (Virtuozzo containers, Virtuozzo hypervisor) on a production server does not start, hangs or crashes.
- A virtual environment (container or virtual machine) with business critical service does not start or is unavailable. Business critical service does not work after backup restoration or after migration.
Note #1: The issue affects a significant number of end-users. No workaround or immediate solution is available. Once a workaround is made available, the issue becomes Severity 3 (Normal).
Note #2: For Severity 1 and 2 cases it is required to specify a contact phone number on the web form and make sure you can answer it right away in order to work on the issue on an ongoing basis. If you are unreachable over the phone, Severity can be reduced to 3 (Normal) by the decision of a Support team leader or account manager.
Severity 2 (High):
- An entire component (e.g. Power Panel, VA Management Node) or functionality (e.g. backup creation or containers migration) does not work and/or customer is unable to use it as described in the documentation. The issue affects a significant number of end-users and/or virtual environments.
- Significant performance degradation of a crucial service that causes high impact on business operations for a significant number of end-users. Once workaround is available and situation is stabilized the issue becomes Severity 3 (Normal).
- A new installation of virtualization software (Virtuozzo containers, Virtuozzo hypervisor) does not function, the system does not boot, hangs or crashes, and it blocks further deployment/provisioning of virtual environments.
- A production system has a major issue after installation of virtualization software updates (e.g. new containers are not created) and the issue remains after updates are removed.
- Assistance with recovering virtual software/environment after hardware failure.
- A problem is affecting production HA cluster/Virtuozzo Storage and is causing service disruption. Excluding the problems falling outside the Scope of Technical support (http://www.odin.com/support/policies/support-scope/).
Note #1: The issue should be reproducible at the moment of ticket creation, so investigation can be performed right after the issue is reported.
Severity 3 (Normal):
- A stable solution or workaround is provided and Support Team continues to investigate for the root cause.
- A customer is able to use the software; however, there is a non-critical loss of functionality.
- Functionality of some components is impaired, but allows the users to continue using the software.
- Virtualization software updates cannot be installed or some minor functionality fails after update.
- An issue affects some but not all of the end-users (e.g. Power Panel does not work for a few environments; backup of a specific container is not created).
- An issue is reported for the lab/staging/development environment and does not impact the delivery of service.
- An issue is not stably reproducible or the issue is intermittent.
- Integration with other products does not function properly.
- Severity 4 (Minor):
- A minor cosmetic issues or general software/functionality usage questions.
- Enhancement requests or recommendations for the future product improvement.
- Missing or erroneous documentation reports.