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Definintions
When contacting ARTVPS support, your query will be given a priority allocation depending on its business impact. See below for priority allocation definitions:
Priority 1 (Critical)
The software/hardware is not operational, no workaround exists and/or the business is severely impacted.
This includes issues holding up design development or a production situation deployment that are highly visible within customer management.
Priority 2 (High)
A major software/hardware function is inoperable but work can continue with moderate impact to the business operations.
Priority 3 (Medium)
Loss of a function, which does not seriously affect the operation or schedules and does not significantly impact the business operations.
Query (Low)
No loss of functionality, this can be a documentation error, poor error message, etc. This has no business impact.