Support Ticket Priority
Last modified: January 18, 2024
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
Feedback
Was this page helpful?
Glad to hear it! Thank you for your response.
Sorry to hear that. Please tell us how we can improve.