- What are the "Severity" and "Urgency" fields meant to show in support tickets?
- How can I ensure a ticket is prioritized appropriately?
As of March 15th, 2021, the Axonius support team has moved away from the more simple "Priority" model to a Severity and Urgency model. Our team will still be providing the same high level of support, but we wanted to let customers give a more detailed way to define tickets.
Below are the definitions for Severity and Urgency.
The severity field is meant to translate closely to the already existing “Severity Level” documented in our SLA doc here: https://www.axonius.com/service-levels-technical-support.
Severity should measure the impact a ticket has on your business. There is a loose correlation to the availability/usability of the Axonius platform.
The solution is completely down or severely hindered; there is no workaround available.
The solution performance is hindered; however, the system can still function (either with or without a workaround).
The solution performance is not hindered but requires a slight modification or change (such as configuration setting change request).
A question or other information is needed.
Urgency should measure how important a ticket is while incorporating how much of a delay the ticket causes. Another way to put it is that urgency deals with an issue's criticality and how immediately Axonius should handle an issue, question, or feature request.
The task is unable to be completed until this ticket is resolved. There is no workaround available to mitigate the ticket.
The task can be completed using a workaround.
The task can still be completed as is, but there are improvements to how the task can be completed—for example, a workflow improvement.