Support Ticket Priority
Last modified: August 19, 2024
Introduction
The priority levels are based on the impact and urgency of the request.
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. |
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.