| title | url | weight | description | tags | aliases | ||||||
|---|---|---|---|---|---|---|---|---|---|---|---|
Support Ticket Priority |
/support/ticket-priority/ |
40 |
Describes how priority levels are determined for Mendix Support. |
|
|
The priority levels are based on the impact and urgency of the request.
| Impact | Description |
|---|---|
| High | A high-priority production issue with a high impact on the customer’s business, impacting (almost) all users. |
| Medium | A production issue with intermediate impact on the customer’s business, impacting a group of users. |
| Low | A trivial production issue with no impact on the customer’s business. |
| Urgency | Description |
|---|---|
| High | The operational functionality is severely disrupted. |
| Medium | The operational functionality is fairly disrupted. |
| Low | The operational functionality is hardly disrupted. |
The ticket priority that Mendix Support validates is based on this matrix:
{{< figure src="/attachments/support/submit-support-request/204371729-pic5.png" class="no-border" >}}
If Mendix provides a workaround, the impact can never be higher than Medium.