SMS Pro Case Priority Definitions

For the Platinum Maintenance and Support and Gold Support programs, it is you, the customer who identifies the priority level. Accurately prioritizing your technical issue is critical to our mutual success and the following guidelines will assist you in determining the appropriate priority level. When a request is submitted as a high-priority issue, a designated contact will be available to work with the SMS Pro Support team while we resolve your issue.

CRITICAL (Priority 1) — the problem results in extremely serious interruptions to a production system. It has affected, or could affect, the entire user community. Tasks that should be executed immediately cannot be executed because of a complete crash of the system or interruptions in main functions of the production system. Data integrity is compromised and the service request requires immediate processing as the issue can result in financial losses. The issue is at risk of creating imminent financial losses due to missing critical project deadlines or deliverables. The customer shall call SMS Pro Support for all critical priority 1 issues.
URGENT (Priority 2) — the problem results in serious interruptions to normal operations, will negatively impact an enterprise-wide installation, urgent deadlines or at risk. In a production system, important tasks cannot be performed, but the error does not impair essential operations. Processing can still continue in a restricted manner, and data integrity may be at risk. Meeting urgent project deadlines that have a financial impact are at risk. The service request requires timely processing, because the malfunction could cause serious interruptions to critical processes or negatively impact business.
IMPORTANT (Priority 3) — the problem causes interruptions in normal operations. It does not prevent operation of a production system, or there could be minor degradation in performance. The error is attributed to malfunctioning or incorrect behavior of the software. The issue will affect a deadline in a development environment. Meeting important project deadlines may be at risk.
MINOR (Priority 4) — the problem results in minimal or no interruptions to normal operations (no business impact). The issue consists of "how to" questions including issues related to managing reported issues, configuration inquiries, enhancement requests, or documentation questions.