Support ticket priority

Priority/Severity levels are used to classify the impact of an incident on your business. Our Support team uses the following definitions for a ticket's Priority Levels:

Priority 1: (URGENT)

• Critical Business Impact/Service Down
• Services are down or severely impacted that they cannot continue to operate and the Tools Platform user has experienced a complete loss of production services.
• Application not working on all or any one of the platforms
• Login to any platform not working for all users
• Service degraded on any of the platforms
• Live event/service down

Priority 2: (HIGH)

• Significant Business Impact
• Performance issues in any platform
• Search not giving proper results on any of the platforms
• Content not working on one or multiple platforms
• Watch History issues
• Services are experiencing a partial loss of functionality
• Important features are unavailable with no acceptable workaround; however, operations can continue in a restricted fashion

Priority 3: (MEDIUM)

• Minor Business Impact
• Single User is impacted
• Single piece of content is an issue (non-critical content)
• User is experiencing a minor loss of services. The impact is an inconvenience, which may require a workaround to restore and a workaround is in place for functionality

Priority 4: (LOW)

• Minimal Business Impact
• Services are experiencing an issue or inquiry that does not qualify as an S1, S2, or S3 issue