Severity level:

In order to have the ability to perform Case Management according to priority, the priority is defined into four severity levels, which will classify cases into the following definitions. The customer will define the Priority when a new case is registered.

“Severity level 1” (critical): means End User’s production system is down and the SimGuard Software is unusable resulting in total disruption of work or other critical business impact. No workaround is available.

“Severity level 2” (high): means a major feature/function failure of the SimGuard Software, operations are severely restricted and a workaround is available.

“Severity level 3” (medium): means a minor feature/function failure, the SimGuard Software does not operate as designed, representing a minor impact on usage and an acceptable Workaround is available.

“Severity level 4” (low): means a minor problem with the SimGuard Software or a question or issue relating to documentation, coloring, fonts, etc.