Ticket priority definition can be found in the table below.


When opening the ticket via the portal it is feasible to select the priority level. In any case, it is Softomotive’s responsibility and right to decide the appropriate and final ticket severity level.


The default priority level is “Low”.


Priority
Description

Urgent

Business critical. Failure or degradation of one or more elements of the Software that are business or customer affecting and time-critical.

High

Degraded service. Failure or degradation of a single element of the Software that is business or customer affecting or which will become time-critical.

Medium

General issues. Functionality of one or more components of the Software fail, service to users is unaffected. Also includes product related questions, licensing issues.

Low

Includes Feature Requests, Software feedback, General suggestions