Severity Levels

Opening a support ticket makes it easier to share technical data, error messages, and system information with the ATIX support staff. By opening a ticket, response time and errors that would happen over the telephone are reduced.

After opening a support ticket of Severity Level 1 or 2, we recommend that you contact our support center by phone as well.

ATIX uses the following definitions to classify support requests:

Severity 4 (Low)

General questions, reporting documentation errors, or recommendations for future product improvements or changes. The situation has medium to little impact on the further development of your projects and has little to no impact on your business operations or systems.

Severity 3 (Medium)

A problem that includes a partial, non-critical limitation of the use of the software components whose support has been contractually established for production or development. The situation has medium to little impact on your business operations, including the use of a workaround.

Severity 2 (High)

A problem where the software components whose support has been contracted, work, but their use for production purposes is greatly reduced. The situation causes a severe limitation in parts of your business and there is no workaround.

Severity 1 (Critical)

A problem that has a serious impact on the use of the software components whose support has been contractually defined in production (for example, loss of production data or your production systems stand still). The situation stops the business and there is no workaround.

This post is also available in: German