Support Requests: Severity Levels Explained


Wondering what "Severity" means when you submit a support request? Learn how each of the different Severity Levels are defined, and which one you should choose for your ticket.


What is "Severity"?

When you submit a support ticket here on Uberflip Helps (by clicking the Submit a Request button in the top right), one of the things we ask you to indicate is the Severity of the issue:


Use Severity to tell us how big the system impact of the issue is. This helps our Support team to prioritize your request and resolve it in a timely manner.

You must choose one of five Severity Levels. These grade the impact of your issue on a scale from most (Severity 1) to least (Severity 5). Remember: a lower number means a higher impact!


Choosing the right Severity Level

Use the definitions below to figure out which Severity Level best represents the impact of the issue you're experiencing:

Severity Level Impact Definition
Severity 1 Critical

A production system is down or a mission critical failure in a production system is imminent.

This is a showstopper: the system is not usable until the issue is fixed, and no workaround is available.

Severity 2 High

The issue is causing a loss of key functionality which affects significant aspects of the business or operations.

Something major isn't working, but the system is still usable to an extent.

Severity 3 Moderate

The issue affects an isolated component, but this is not affecting the ability of the system to perform in accordance with the documentation.

In general, the system is working normally except for a limited portion.

Severity 4 Low

A minor issue: the system is still fully usable with limitations or workarounds

Severity 5 None This request is about something with no system impact. This includes things like feature requests, account requests, general inquiries, etc.


What if I choose the wrong Severity Level?

When you choose the Severity Level, don't worry too much about getting it just right. Simply do your best to match your issue to one of the definitions above, and we'll take it from there.

In some cases, we might need to adjust the Severity Level of your ticket so that it more accurately reflects the impact of the issue. If that happens, we will of course let you know, and explain why we made the change.

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