Here are the priority definitions that RequirementONE Support uses when prioritizing and working on your questions and issue. If you are able to help us by reserving the selection of Priority 1 for your most critical issues, you can be sure that the RequirementONE Support team responds appropriately.
| Priority | Definition |
| PRIORITY 1 | A Priority 1 issue indicates the production system is completely inaccessible or system operations or mission-critical applications are not usable. A Priority 1 issue includes an application that is in final testing, facing a critical Production Use go-live time frame or the entire development efforts are blocked. RequirementONE promptly initiates the following procedures:
You will need to have someone for us to talk to for the duration of the Priority 1 issue, else it will be downgraded to a Priority 2. |
| PRIORITY 2 | A Priority 2 issue indicates the production system is functioning but severely impacted with limited capabilities, or is unstable with major periodic interruptions, or mission critical applications, while not being affected, have experienced material system interruptions.
A Priority 2 issue may also indicate there is a time sensitive question impacting performance or deliverables, or a major subsystem under development is blocked. RequirementONE assigns a specialist, and provides additional, escalated procedures as determined necessary by RequirementONE Customer Success. RequirementONE exercises commercially reasonable efforts to provide a workaround or include a fix for the Priority 2 issue in the next Maintenance Release. |
| PRIORITY 3 | A Priority 3 issue indicates the production system is still functioning but capabilities are moderately impacted, or the system is unstable with minor periodic interruptions or a minor loss of product functionality.
A Priority 3 issue can also indicate there are errors in system development that may be impacting performance deliverables. There is a medium-to-low impact on your business, but your business continues to function, including by using a procedural workaround. RequirementONE exercises commercially reasonable efforts to provide a fix for the issue in a future Maintenance Release |
| PRIORITY 4 | A Priority 4 issue is a general usage question, request for information, reporting of a documentation error, or recommendation for a future product enhancement or modification.
There is low-to-no impact on your business or the performance or functionality of your system |
Comments
0 comments
Article is closed for comments.