---
title: "Which Severity Number (S#) to Choose for your Support Issue?"
slug: "viewlift-client-support-severity-tree"
description: "The ETA for resolving an incident is based on the Priority and your Support Plan. Learn how issues are classified into different levels of priority."
updated: 2023-07-20T04:41:41Z
published: 2023-07-20T04:41:41Z
canonical: "docs.viewlift.com/viewlift-client-support-severity-tree"
---

> ## Documentation Index
> Fetch the complete documentation index at: https://docs.viewlift.com/llms.txt
> Use this file to discover all available pages before exploring further.

# 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