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Ticket Severity

Article ID: 125810, created on Jun 10, 2015, last review on Jun 10, 2015

  • Plesk
  • Operations Automation
  • Business Automation
  • Odin Business Automation Standard
  • Plesk Automation
  • Virtuozzo

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.

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