Severity level indicates the relative impact of an issue on our customer’s systems or business processes. CloudBlue Support uses the following severity level definitions to classify all support requests:



Severity Level 1

The Platform is down, inoperable, inaccessible or unavailable.

Severity Level 2

An entire component or functionality of the Platform does not work and/or Customer is unable to use it. Significant performance degradation that causes high impact on business operations for a significant number of processed transactions.

Severity Level 3

An Error within the Platform in which any of the following occur: the problem is an irritant, affects non-essential functions, has minimal impact to business operations, the problem is localized or has isolated impact, the problem is an operational nuisance, the problem results in documentation errors, or the problem is any other problem that is not a Severity 1 or a Severity 2, but is otherwise a failure of the Platform to conform to its Platform Description.

Problem Ticket

A follow-up ticket for an Incident Ticket that requires further investigation to identify the root cause of an issue and to prevent such incidents in future. It is primarily for Severity Level 1 and 2 tickets.