Severity Matrix for Nintex Support Case Creation

Document created by aaron.labiosa@nintex.com Champion on May 27, 2015Last modified by aaron.labiosa@nintex.com Champion on Feb 7, 2016
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When opening a case with Nintex Support, the following Severity Matrix should be observed when setting the severity of the case.

 

SeverityDefinition
1 - Critical

Your production use of the supported programs is stopped or so severely impacted that you cannot reasonably continue work. You experience a complete loss of service. The operation is mission critical to the business and the situation is an emergency.

In cases where the failure extends beyond the operation of the Nintex programs, you have made every effort to troubleshoot the Microsoft host systems, and the Nintex programs have been identified as the root cause.
2 - UrgentYou experience a severe loss of service. Important features are unavailable with no acceptable workaround; however, operations can continue in a restricted fashion.
3 - Non UrgentYou experience a minor loss of service. The impact is an inconvenience, which may require a workaround to restore function.
4 - EnquiryYou request advice, information, documentation, product updates, add-ons, tools, or suggest a software feature enhancement, but experience no loss of service.

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