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Support portal - Definition of priorities and impact

Support portal - Definition of priorities and impact

 

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.

Table of Contents


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

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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