Private Cloud (On Premise) Cleo Severity Levels

Critical (Severity 1)

Production issue affecting most users and/or trading partners, including system unavailability and data integrity issues with no workaround available.
Issue causing potentially significant impact on customers’ business results (loss of revenue and/or profitability) – Requires business impact justification from the customer.
Customer must have 24x7 availability for escalation resolution.
Customer is willing to do all applicable testing required for resolution.

Major (Severity 2)

Production functionality is impacted or significant performance degradation is experienced.
Issue is persistent and affects several users and/or trading partners, and/or major functionality.
No reasonable workaround available.
Customer is willing to do all applicable testing required for resolution.

Minor (Severity 3)

Production or non-production performance issue or bug affecting a small number of users and/or trading partners.
Short-term workaround is available, but not scalable.
Inquiry regarding a routine technical issue.

RFI (Request for Information)

Information requested on application capabilities, navigation, installation or configuration.

ENHC (Enhancement Request)

Enhancement Requests – Add functionality to the product that does not already exist