Severity Levels

Opening a support ticket can make it easier to share technical data, error messages and system Information with ATIX support staff. After opening a ticket, the response time, as well as possible errors in the collection of information by a phone call, can be further reduced.

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

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.

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