Critical issue affecting many users. User(s) cannot work, or users are severely impacted.
User can perform work, but a specific application is not available or not working at all. User is significantly impaired, or there is significant customer concern. Includes system install if no current system.
A function is not working. Important issues that do not have significant current productivity impact.
Request for information updates, installation. Customer is able to work normally. Includes system install if currently using an operational system.
Request is for a convenience item.
Return Merchandise Authorization (RMA) or awaiting parts.
Request placed on hold for items that may need to be completed prior to the actual request or some other reason.