Support Ticket Priority

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1 Introduction

The priority levels are based on the impact and urgency of the request.

2 Prioritization

Impact Description
High A high-priority production issue with a high impact on the customer’s business, impacting (almost) all users.
Medium A production issue with intermediate impact on the customer’s business, impacting a group of users.
Low A trivial production issue with no impact on the customer’s business.
Urgency Description
High The operational functionality is severely disrupted.
Medium The operational functionality is fairly disrupted.
Low The operational functionality is hardly disrupted.

3 Priority Matrix

The ticket priority that Mendix Support validates is based on this matrix:

If Mendix provides a workaround, the impact can never be higher than Medium.

4 Read More