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Severity levels: Definition & Examples - Connect IT Community | Kaseya
<main> <article class="userContent"> <h3 data-id="introduction"><a rel="nofollow" href="#TOC-Introduction">Introduction</a></h3> <h3 data-id="severity-1"><a rel="nofollow" href="#TOC-sev1">Severity 1</a></h3> <h3 data-id="severity-2"><a rel="nofollow" href="#TOC-sev2">Severity 2</a></h3> <h3 data-id="severity-3"><a rel="nofollow" href="#TOC-sev3">Severity 3</a></h3> <h3 data-id="severity-4"><a rel="nofollow" href="#TOC-sev4">Severity 4</a></h3> <p><a name="TOC-Introduction"></a></p> <h2 data-id="introduction-1"><strong>Introduction</strong></h2> <p><span data-contrast="none">Support tickets are categorized according to a severity or business impact scale. Kaseya support efforts are prioritized based on the business impact of the issue and on the support level of the </span><span data-contrast="none">c</span><span data-contrast="none">ustomer organization, the technology area, and/or operating level agreement with third-party vendors.</span><span data-ccp-props="{"335559739":360}"> </span></p> <p><span data-contrast="none">Technical support requests within a severity level are generally processed on a first-come, first-served basis. Severity 1 </span><span data-contrast="none">(highest) </span><span data-contrast="none">business impact requests that require an immediate response or direct help of technical support specialists may be processed out of turn.</span><span data-ccp-props="{"335559739":360}"> </span></p> <p><span data-contrast="none">When submitting a </span><span data-contrast="none">s</span><span data-contrast="none">upport ticket, you are requested to supply detailed information (such as name and version of the product, platforms, example machines, steps to reproduce, exact error messages, logs, changes made to the system or environment prior to the issue, etc</span><span data-contrast="none">.</span><span data-contrast="none">) </span><span data-contrast="none">in order for </span><span data-contrast="none">Kaseya support staff to properly identify and diagnose the issue and speed up response and resolution of the ticket. Failure to supply this information upon request may result in a delay of support assistance.</span><span data-ccp-props="{"335559739":360}"> </span></p> <p><span data-contrast="none">Kaseya technical support cannot guarantee a fixed problem resolution period due to a number of influencing factors, amongst them:</span><span data-ccp-props="{"335559739":360}"> </span></p> <ul><li data-leveltext="" data-font="Symbol" data-listid="1" aria-setsize="-1" data-aria-posinset="1" data-aria-level="1"> <span data-contrast="none">Customer's timely replies</span><span data-ccp-props="{"134233117":true,"335559739":180}"> </span> </li> <li data-leveltext="" data-font="Symbol" data-listid="1" aria-setsize="-1" data-aria-posinset="2" data-aria-level="1"> <span data-contrast="none">Response time of a </span><span data-contrast="none">third-party</span><span data-contrast="none"> partner</span><span data-contrast="none"> </span><span data-ccp-props="{"134233117":true,"335559739":180}"> </span> </li> <li data-leveltext="" data-font="Symbol" data-listid="1" aria-setsize="-1" data-aria-posinset="3" data-aria-level="1"> <span data-contrast="none">The need to prepare and release </span><span data-contrast="none">a patch</span><span data-contrast="none">, software update, new feature, etc.</span><span data-ccp-props="{"134233117":true,"335559739":180}"> </span> </li> </ul><p><span data-contrast="none">The </span><span data-contrast="none">s</span><span data-contrast="none">everity of a support ticket is set according to the guidelines listed below. Since it is not possible to define every possible condition or technical situation, these guidelines can only provide guidance.</span><span data-ccp-props="{"335559739":360}"> </span></p> <p><a name="TOC-sev1"></a></p> <h2 data-id="severity-1-1"><strong>Severity 1</strong></h2> <p><span data-contrast="none">Production application down or major malfunction resulting in a product inoperative condition. Users are unable to </span><span data-contrast="none">perform their normal functions.</span><span data-ccp-props="{"335559739":360}"> </span></p> <p><span data-contrast="none">The specific functionality is mission-critical to the business and the situation is considered an emergency.</span><span data-ccp-props="{"335559739":360}"> </span></p> <h3 data-id="qualifying-conditions">Qualifying Conditions</h3> <ul><li> <span data-contrast="none">Production </span><span data-contrast="none">S</span><span data-contrast="none">erver</span><span data-contrast="none"> </span><span data-contrast="none">or other mission-critical systems are down</span><span data-contrast="none"> or </span><span data-contrast="none">substantial loss of </span><span data-contrast="none">service</span> <ul><li> <span data-contrast="none">S</span><span data-contrast="none">ervices will not </span><span data-contrast="none">start</span><span data-contrast="none"> (VSA or Traverse)</span><span data-ccp-props="{"134233117":true,"335559739":180}"> </span> </li> <li> <span data-contrast="none">Multiple w</span><span data-contrast="none">eb pages are giving ASP error</span><span data-contrast="none">s</span><span data-ccp-props="{"134233117":true,"335559739":180}"> </span> </li> <li> <span data-contrast="none">No user can log in</span><span data-ccp-props="{"134233117":true,"335559739":180}"> </span> </li> <li> <span data-contrast="none">No VSA agents are checking in or all agents are offline.</span><span data-ccp-props="{"134233117":true,"335559739":180}"> </span> </li> <li> <span data-contrast="none">S</span><span data-contrast="none">tops all monitoring, alerting, or ticketing functions resulting in a loss of business productivity and remote monitoring functionality.</span><span data-ccp-props="{"134233117":true,"335559739":180}"> </span> </li> <li><span data-contrast="none">No emails are being sent</span></li> </ul></li> <li> <span data-contrast="none">A substantial portion of the Customer’s mission-critical data is at significant risk of loss or corruption</span><span data-ccp-props="{"134233117":true,"335559739":180}"> </span> </li> <li> <span data-contrast="none">No admin can remote control (KRC/KLC/RC) into any agent</span><span data-ccp-props="{"134233117":true,"335559739":180}"> </span> </li> <li> <span data-contrast="none">The ticketing (BMS, </span><span data-contrast="none">Vorex</span><span data-contrast="none">, Service Desk, Ticketing) system </span><span data-contrast="none">is completely down, no tickets are accessible,</span><span data-contrast="none"> and/or no tickets are being received into the system.</span> </li> <li> <span data-contrast="none"></span><span data-contrast="none">Complete loss of billing / invoicing capabilities</span><span data-ccp-props="{"134233117":true,"335551550":1,"335551620":1,"335559685":720,"335559737":0,"335559739":180,"335559740":259,"335559991":360}"> </span> </li> <li> <span data-contrast="none">P</span><span data-contrast="none">roduction server or other mission-critical systems are down</span> </li> <li> <span data-ccp-props="{"134233117":true,"335559739":180}"></span><span data-contrast="none">An issue in which the product causes the Customer’s network or system to fail catastrophically or that compromises overall system integrity or data integrity when the product is installed or when it is in operation (i.e., causing a system crash, loss or corruption of data, or loss of system security) and significantly impacts the Customer’s ongoing operations in a production environment.</span><span data-contrast="none"> </span> </li> </ul><h3 data-id="support-effort">Support Effort</h3> <p><span data-contrast="none">Requires maximum effort from Kaseya and </span><span data-contrast="none">c</span><span data-contrast="none">ustomer, until an emergency fix is </span><span data-contrast="none">developed,</span><span data-contrast="none"> or a workaround is available.</span><span data-ccp-props="{"335559739":360}"> </span></p> <p><span data-contrast="none">During the resolution of a case, the Technical Support Engineer will maintain contact via the telephone and/or email or both as needed.</span><span data-ccp-props="{"335559739":360}"> </span></p> <p><span data-contrast="none">Critical situations may require both Customer and Kaseya personnel to be at their respective work locations on an around-the-clock basis.</span><span data-ccp-props="{"335559739":360}"> </span></p> <p><span data-contrast="none">If the authorized or designated customer contact is not available to engage in this effort, Kaseya Support may reduce the severity level. If the customer refuses to implement the steps suggested to troubleshoot or correct the issue, Kaseya Support may close the ticket.</span></p> <h2 data-id="severity-2-1"><strong>Severity 2</strong></h2> <p><span lang="EN-US" data-contrast="none" xml:lang="EN-US">Critical loss of application functionality or performance resulting in a high number of users unable to perform their normal functions. Major feature/product failure; inconvenient workaround or no workaround exists. The program is usable but severely limited.</span></p> <h3 data-id="qualifying-conditions-1">Qualifying Conditions</h3> <ul><li> <span data-contrast="none">Service interruptions to some, but not all, modules </span><span data-contrast="none">within a support</span><span data-contrast="none">ed</span><span data-contrast="none"> product. </span><span data-contrast="none">(Examples: Modules not functional for some users but functional for others</span><span data-contrast="none">.</span><span data-ccp-props="{"134233117":true,"335559739":180}"> </span> </li> <li>A problem or issue is adversely impacting production operations, but <span data-contrast="none">the production system is not down; the product operates but is seriously restricted.</span><span data-ccp-props="{"134233117":true,"335559739":180}"> </span> </li> <li> </li> <li>Time-sensitive issue reported by Customer, which may adversely affect monitoring or productivity<span data-contrast="none">.</span><span data-ccp-props="{"134233117":true,"335559739":180}"> </span> </li> <ul><li> <span data-contrast="none">Some types of monitoring are non-functional (</span><span data-contrast="none">e.g.</span><span data-contrast="none"> SNMP, NT Events, Monitor sets)</span> </li> <li><span data-contrast="none">VSA policies not applying to agents/organizations</span></li> <li> <span data-contrast="none">Important workflows are not triggering as expected.</span><span data-ccp-props="{"134233117":true,"134233279":true,"335559739":180}"> </span> </li> <li> <span data-contrast="none">Unable to bill</span><span data-ccp-props="{"134233117":true,"134233279":true,"335559739":180}"> </span> </li> <li> <span data-contrast="none">Reports fail to be generated</span><span data-ccp-props="{"134233117":true,"134233279":true,"335559739":180}"> </span> </li> <li> <span data-contrast="none">Security Updates are not being installed (KAM/KAV)</span><span data-ccp-props="{"134233117":true,"134233279":true,"335559739":180}"> </span> </li> <li> <span data-contrast="none">Backups are failing</span><span data-ccp-props="{"134233117":true,"335559739":180}"></span> </li> </ul><li> <span data-contrast="none">In a production system, important tasks cannot be performed, but the error does not impair essential operations (Example: Server performance is slow, but </span><span data-contrast="none">s</span><span data-contrast="none">till functional</span><span data-contrast="none">).</span><span data-ccp-props="{"134233117":true,"335559739":180}"> </span> </li> <li>Some <span data-contrast="none">(but not all) admins are unable to </span><span data-contrast="none">perform specific tasks.</span><span data-contrast="none"> </span><span data-ccp-props="{"134233117":true,"335559739":180}"> </span> </li> </ul><h3 data-id="support-effort-1">Support Effort</h3> <p><span data-contrast="none">Requires intensive support effort from Kaseya and </span><span data-contrast="none">c</span><span data-contrast="none">ustomer, until a fix is </span><span data-contrast="none">developed</span><span data-contrast="none"> or workaround is available.</span><span data-ccp-props="{"335559739":360}"> </span></p> <p><span data-contrast="none">Severity 2 situations do not generally require Customer and Kaseya personnel to be at their respective work locations on an around-the-clock basis. Kaseya Support personnel will agree with the Customer what effort is required.</span><span data-ccp-props="{"335559739":360}"> </span></p> <p><span data-contrast="none">If the authorized or designated customer contact is not available to engage in this effort, Kaseya Support may reduce the severity level. If the customer refuses to implement the steps suggested to troubleshoot or correct the issue, Kaseya Support may close the ticket.</span><span data-ccp-props="{"335559739":360}"> </span></p> <h2 data-id="severity-3-1"><strong>Severity 3</strong></h2> <p><span lang="EN-US" data-contrast="none" xml:lang="EN-US">Moderate loss of application functionality or performance resulting in multiple users impacted in their normal functions. Minor feature/product failure, a convenient workaround exists/minor performance degradation/not impacting production.</span><span data-ccp-props="{"335559738":450,"335559739":360}"> </span></p> <h3 data-id="qualifying-conditions-2">Qualifying Conditions</h3> <ul><li> <span data-contrast="none">The system is up and running, but the problem causes a non-negligible impact. A workaround exists, but it is only temporary (Example: A report can be triggered manually but does not run when scheduled.)</span><span data-ccp-props="{"134233117":true,"335559739":180}"> </span> </li> <li> <span data-contrast="none">The software still functions in the Customer's business environment, but there are functional limitations that are not critical in the daily operation (Example: Customer is getting tickets created correctly but wants them to behave in a different manner.)</span><span data-ccp-props="{"134233117":true,"335559739":180}"> </span> </li> <li> <span data-contrast="none">Does not prevent the operation of a production system or there is some degradation in performance (Example: The issue affects only one company or location in the client's environment.)</span><span data-ccp-props="{"134233117":true,"335559739":180}"> </span> </li> <li> <span data-contrast="none">Moderate loss of application functionality or performance resulting in multiple users impacted in their normal functions </span><span data-contrast="none">A workaround exists by using an alternative</span><span data-contrast="none">.</span><span data-contrast="none"> </span><span data-ccp-props="{"134233117":true,"335559739":180}"> </span> </li> <li> <span data-contrast="none">A problem has occurred with a limited adverse effect on the customer’s business operations. A non-production issue where a majority of the functions are still usable.</span><span data-ccp-props="{"134233117":true,"335559739":180}"> </span> </li> <li> </li> </ul><h3 data-id="support-effort-2">Support Effort</h3> <p><span data-contrast="none">Requires moderate support effort from Kaseya and Customer, until a fix is </span><span data-contrast="none">developed</span><span data-contrast="none"> or workaround is available.</span><span data-ccp-props="{"335559739":360}"> </span></p> <p><span data-contrast="none">Severity 3 situations do not require around-the-clock effort.</span><span data-ccp-props="{"335559739":360}"> </span></p> <p><span data-contrast="none">If the customer refuses to implement the steps suggested to troubleshoot or correct the issue, Kaseya Support may close the ticket.</span><span data-ccp-props="{"335559739":360}"> </span></p> <h2 data-id="severity-4-1"><strong>Severity 4</strong></h2> <p><span lang="EN-US" data-contrast="none" xml:lang="EN-US">Minor loss of application functionality, product feature requests, how-to questions. The issue consists of "how-to" questions including issues related to one or multiple modules and integration, installation and configuration inquiries, enhancement requests, or documentation questions.</span><span data-ccp-props="{"335559739":360}"> </span></p> <h3 data-id="qualifying-conditions-3">Qualifying Conditions</h3> <ul><li data-leveltext="" data-font="Symbol" data-listid="5" aria-setsize="-1" data-aria-posinset="1" data-aria-level="1"> <span data-contrast="none">The problem does not have a significant impact on the Customer or occurs in functionality that is not critical or frequently used (Example: Customer is having trouble with branding reports</span><span data-contrast="none">, a</span><span data-contrast="none">gents,</span><span data-contrast="none"> or a DGE</span><span data-contrast="none">).</span><span data-ccp-props="{"134233117":true,"335559739":180}"> </span> </li> <li data-leveltext="" data-font="Symbol" data-listid="5" aria-setsize="-1" data-aria-posinset="2" data-aria-level="1"> <span data-contrast="none">There are no extenuating circumstances that would require this issue to be resolved outside of the normal software (Example: Customer has general questions about the functionality of a particular item. Customer does not understand </span><span data-contrast="none">an item</span><span data-contrast="none"> in the documentation and would like clarification).</span><span data-ccp-props="{"134233117":true,"335559739":180}"> </span> </li> <li data-leveltext="" data-font="Symbol" data-listid="5" aria-setsize="-1" data-aria-posinset="2" data-aria-level="1"> <span data-contrast="none">The problem causes little impact on your operations or a reasonable workaround for the problem has been implemented (Example: An Agent will not install on one </span><span data-contrast="none">machine;</span><span data-contrast="none"> an individual policy is not applying correctly on some agents).</span><span data-ccp-props="{"134233117":true,"335559739":180}"> </span> </li> <li data-leveltext="" data-font="Symbol" data-listid="5" aria-setsize="-1" data-aria-posinset="2" data-aria-level="1"> <span data-contrast="none">The problem results in minimal or no interruptions to normal operations</span><span data-contrast="none"> </span><span data-ccp-props="{"134233117":true,"335559739":180}"> </span> </li> <li data-leveltext="" data-font="Symbol" data-listid="5" aria-setsize="-1" data-aria-posinset="2" data-aria-level="1"> <span data-contrast="none">Non-critical, Minor loss of application functionality or product Feature Request question (Example: Customer wants to know if a particular function is possible).</span><span data-ccp-props="{"134233117":true,"335559739":180}"> </span> </li> <li data-leveltext="" data-font="Symbol" data-listid="5" aria-setsize="-1" data-aria-posinset="2" data-aria-level="1"> <span data-contrast="none">Minor infractions including documentation or cosmetic error not impacting production (Example: Branding, renaming of computers, </span><span data-contrast="none">etc</span><span data-contrast="none">).</span><span data-ccp-props="{"134233117":true,"335559739":180}"> </span> </li> <li data-leveltext="" data-font="Symbol" data-listid="5" aria-setsize="-1" data-aria-posinset="2" data-aria-level="1"> <span data-contrast="none">Functionality does not match documented specifications.</span><span data-ccp-props="{"134233117":true,"335559739":180}"> </span> </li> <li data-leveltext="" data-font="Symbol" data-listid="5" aria-setsize="-1" data-aria-posinset="2" data-aria-level="1"> <span data-contrast="none">Service enhancements requests.</span><span data-ccp-props="{"134233117":true,"335559739":180}"> </span> </li> <li data-leveltext="" data-font="Symbol" data-listid="5" aria-setsize="-1" data-aria-posinset="2" data-aria-level="1"> <span data-contrast="none">Minor issue or question that does not affect the product function, and can be readily circumvented. A minor condition or documentation error that has no significant effect on the customer’s operations. A suggestion for new features or an enhancement regarding the Licensed Software</span><span data-ccp-props="{"134233117":true,"335559739":180}"> </span> </li> </ul><h3 data-id="support-effort-3">Support Effort</h3> <p><span data-contrast="none">Requires low support effort from Kaseya and </span><span data-contrast="none">c</span><span data-contrast="none">ustomer, until a fix is developed, a workaround is available or an answer to the customer question has been provided.</span><span data-ccp-props="{"335559739":360}"> </span></p> <p><span data-contrast="none">Severity 4 situations do not require around-the-clock effort.</span><span data-ccp-props="{}"> </span></p> <p> </p> </article> </main>