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    Priority and Definition:


    CRITICAL: All production or production of vital importance is prevented, and an Acceptable Workaround is not available. Customer’s business is threatened. An “Acceptable Workaround” is a measure that (without rectifying the defect) permits or restores production but without having a serious or burdensome impact on the productivity of Authorized Users or Customer.

    HIGH: All production or production of vital importance is prevented, and an Acceptable Workaround is available. E.g., examples listed under Critical priority, but an Acceptable Workaround is available.

    NORMAL: Less important errors, where production is more or less normal. Other errors, that have a direct serious adverse impact on the functionality of the Service, or the results hereof.

    LOW: Irregular, illogical or unimportant errors that have no serious effect on the functionality provided by the Service. E.g., errors in screen-/line texts, illogical cursor navigation, and use of function keys that deviate from the standard, etc.