Ticket priorities

Urgent
The entire system or parts of it are not usable or substantially impeded. The issue has a major impact on the company’s daily business and/or security. (e.g. system dead lock with no recovery, indeterminable system status)

High
Usage of part of the system is severely limited. The issue has a major impact on the company’s daily business and/or security, however, work is still possible. (e.g. invoices cannot be printed)

Normal
Usage of part of the system is slightly limited. The issue has a minor impact on the company’s daily business and/or security, however, working is still possible unrestrictedly. (e.g. incorrect messages, configurations, operating questions)

Low
The system can be used without restrictions. The behaviour has no or only a slight impact on the company’s daily business and/or security. These are mainly minor display issues or behaviours that can be easily be bypassed by the customer’s employees. (e.g. distracting duplicates on screen, misspellings, translation errors)

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