Severity Level Definitions

Severity level indicates the relative impact of an issue on our customer’s system or business processes. LeadNinja support uses the following severity level definitions to classify all support requests:

• An issue that results in a production hardware server being down or not booting, excluding hardware issues.
• LeadNinja fails to start, hangs, or crashes on a production server.
• A virtual environment with a business-critical service does not start or is unavailable. Business-critical service does not work after backup restoration or after migration.

_{Note #1: The issue affects a significant number of end-users. No workaround or immediate solution is available. Once a workaround is made available, the issue becomes Severity 3 (Normal).}

_{Note #2: For Severity 1 and 2 cases, it is required to specify a contact phone number on the web form and ensure that you can answer it right away to work on the issue on an ongoing basis. If you are unreachable over the phone, the severity can be reduced to 3 (Normal) by the decision of a Support team leader or account manager.}

• An entire component or functionality of LeadNinja does not work as described in the documentation and affects a significant number of end-users or customer's business operations.
• Significant performance degradation of a crucial service that causes high impact on business operations for a significant number of end-users. Once a workaround is available and situation is stabilized, the issue becomes Severity 3 (Normal).
• A new installation of LeadNinja does not function, the system does not start, hangs or crashes, and it blocks further use of LeadNinja.
• A production system has a major issue after installation of LeadNinja updates (e.g. new features are not working) and the issue remains after updates are removed.
• Assistance with recovering LeadNinja after hardware failure.
• A problem is affecting production and causing service disruption. Excluding the problems falling outside the Scope of Technical support.

^{Note #1: The issue should be reproducible at the moment of ticket creation, so investigation can be performed right after the issue is reported.}

^{Note #2: For Severity 1 and 2 cases, it is required to specify a contact phone number on the web form and make sure you can answer it right away in order to work on the issue on an ongoing basis. If you are unreachable over the phone, Severity can be reduced to 3 (Normal) by the decision of a Support team leader or account manager.}

• A stable solution or workaround is provided, and the Support Team continues to investigate for the root cause.
• A customer is able to use the software; however, there is a non-critical loss of functionality.
• Functionality of some components is impaired, but allows the users to continue using the software.
• LeadNinja software updates cannot be installed, or some minor functionality fails after an update.
• An issue affects some but not all of the end-users (e.g. Power Panel does not work for a few environments; backup of a specific container is not created).
• An issue is reported for the lab/staging/development environment and does not impact the delivery of service.
• An issue is not stably reproducible or the issue is intermittent. Integration with other products does not function properly.

^{Note #1: The issue should be reproducible at the moment of ticket creation, so investigation can be performed right after the issue is reported.}