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It is critical that you use the appropriate priority/impact. Not only for measurement and metrics purposes on our end but also that your ticket be given the correct priority.

Please keep in mind top , to open only one issue per ticket.

Support reserves the right to correct a user misentered priority level.

Critical business impact

• Represents a full loss of service, cannot be resolved by restarting
• No workaround is immediately available
• Impact on business operations must be critical
• Only available for existing production systems of Checkmk
• Only available for stable CEE or MSE up to 30 months after the first stable release of that version

Significant business impact

• Checkmk is usable, but major functionality is severely impaired and no acceptable workaround is available
• Issue The issue is critical to customer's business operations:
  • Critical component returning error / not responding, but the software overall remains operational
  • A degraded Checkmk performance with serious negative business impact
  • Checkmk has service interruptions that can be temporarily resolved by re-starting the service or via workaround
• Only available for existing production systems of Checkmk
• Only available for stable CEE or MSE up to 30 months after the first stable release of that version

Limited business impact

• Checkmk is usable, but non-critical functionality is impaired:
  • time-sensitive issue important to long-term productivity that is not causing an immediate work stoppage
  • noncritical component returning error or not responding
  • degraded performance is negatively impacting business operations; acceptable workaround may exist
  • issue is specific to one or a few users
• Includes all problems with plug-ins or local checks
  
• Available for all environments (production, development, ...)
• Only available for stable CEE or MSE up to 30 months after the first stable release of that version

Minimal business impact

• Problem does not significantly impact operations or a reasonable workaround has been implemented (e.g. general information requests, such as „how-to“; issue with little or no impact on quality, performance, or functionality; documentation issues or GUI details; Issue is essentially resolved but remains open for customer confirmation)
• Available for all environments (production, development, ...)
• Only available for stable CEE or MSE up to 30 months after the first stable release of that version

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