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 Premium and OBAS can be found here
Note: Severity definition for Odin Essentials can be found here
Note: Severity definition for Plesk Automation can be found here
Important: The selected severity should be reasonable. Shift Manager on duty can contact you to discuss the severity of the ticket and either reduce it if it is overrated or increase it.