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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 for your ticket to be given the correct priority. |
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Support reserves the right to correct a user misentered priority level. |
Critical business impact
- This represents a total loss of service, which 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 significant functionality is severely impaired, and no acceptable workaround is available
- 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 a serious negative business impact
- Checkmk has service interruptions that can be temporarily resolved by restarting the service or via a 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 noncritical functionality is impaired:
- time-sensitive issue important to long-term productivity that is not causing an immediate work stoppage
- noncritical component returning an error or not responding
- degraded performance is negatively impacting business operations; an 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
- The 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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