How to select a support Case Priority

Question: 

How do I set the correct Priority for my Support Case?

Answer: 

Priority 1 – CRITICAL – Production System only

When the problem results in a complete loss of service. Typically, the issue has one or more of the following characteristics:

- Data is corrupted or lost due to Tungsten Software operational issues.

- Tungsten Software does not start

- Tungsten Software crashes and is unrecoverable

- Tungsten Software generates significant accuracy errors

Priority 2 – HIGH – Production System only

A production-inhibiting problem that causes a Tungsten software error or intermittent behavior, causing partial loss of service, where no acceptable workaround is available. Operations, however, can continue in a restricted fashion. Typically, the issue has one or more of the following characteristics:

- Tungsten Software fails, but a restart or recovery is possible

- Tungsten Software performance is degraded by 25% or more from the previous release

- A major feature is broken that seriously impacts usability and productivity

Priority 3 – NORMAL

Any other case.