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