Severity level indicates the relative impact of an issue on customer’s systems or business processes. Odin support uses the following severity level definitions to classify all support requests:
- Severity 1 (Urgent): A customer is unable to install and run the software because of problems with a license key, the computer (server) fails to start, or the software crashes and corrupts data. No workaround or immediate solution is available.
- Severity 2 (High): A customer is unable to install and use a program component or a feature described in the documentation. A temporary workaround may be available as Odin attempts to resolve the issue.
- Severity 3 (Normal): A customer is able to use the software; however, there is a partial non-critical loss of functionality of the software.
- Severity 4 (Low): A customer encountered a minor cosmetic issue, errors in the documentation, or asks for information about software usage, enhancements, or modifications.
Note: Severity definition for OA, BA, OBAS products can be found here
Note: Severity definition for Plesk products can be found here
Note: Severity definition for Plesk Automation products can be found here
Note: Severity definition for Server Virtualization products can be found here
Important: The selected severity should be reasonable. Shift Manager on duty can either reduce the severity of your ticket if it is overrated or increase it.