Cleo Cloud Severity Levels

Initial response time, also known as first response time, refers to the time for first response once a new ticket has been created by customer.

Initial Response Time by Severity

Critical (Severity 1)

• Production issue affecting most users and/or trading partners, including system
  unavailability and data integrity issues with no workaround available.
• Issue potentially causing significant impact on customers’ business results (loss of revenue and/or profitability) – requires business impact justification from the customer.

Major (Severity 2)

• Production functionality 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

Minor (Severity 3)

• Production or Non-Production performance issue affecting one or more, but not all users
  and/or trading partners
  Short-term workaround is available, but not scalable

Standard (Severity 4)

• Inquiry regarding a routine technical issue