Jive Support changes up Severity Levels on cases

communities@jivesoftware.com — Fri, 12 Sep 2008 15:35:56 GMT

Over the past months we have come to the realization that when it comes to severity of your cases it really comes down to 3 levels:

1. Critical

Either your production site is down (cannot be accessed) or there is a problem affecting the users in such a way that the site is unusable. This includes (but is not limited to) events like: Cannot post a discussion, cannot add a comment to a blog post, cannot login, etc.

When events like this happen, please reach out to Support as soon as possible to quickly get things assesed and corrected. The easiest way to do that is to create a case in your support community, and choose the severity 'Critical.'

2. Medium

While a Medium Severity issue may still be happening on your production site, it only has minor business impact, resulting in some functionality loss. This can include (again, not limited to) things such as formatting errors, page layout issues, webservices bugs, etc. We know there is sometimes a fine line between medium and critical issues, but we trust you to use your best judgement. If we perceive an issue as mis-categorized, we may change the severity level and explain to you why we have done so.

3. Low

This is the last severity level. This is intended to bucket all remaining issues that are happening on your staging, UAT, or development site, problems with a widget you are writing, questions on a feature, best practices, feature requests, etc. All issues relating to a non-production site will be re-assigned to low by Jive Support if initially categorized as medium or critical.

When choosing a severity level please keep in mind that there are exceptions to every rule; each company has their own priorities and criteria for defining what is 'mission critical' to their Clearspace instance and business success. We want to accurately understand the impact of each issue you submit, and we feel that moving to 3 severity levels will help us accomplish this to a higher extent.

Your feedback is welcome.

Thanks,

Jive Support

Blog Posts From Jivespace Community Blog Tagged With severity

Jive Support changes up Severity Levels on cases

1. Critical

2. Medium

3. Low