Issue Priorities

An Incident preventing Customer from continuing the use of the Service, or critically impacting a core function of the Service or Customer’s environment causing the Service to experience downtime. No workaround is known to Customer.

Priority 1 cases can only occur in production.

All or a majority of MQTT connections fail, rendering the service completely or significantly inoperable with no known workaround.

An Incident preventing Customer from continuing the use of a non-core function of the Service that does not affect the performance or functionality of Customer’s environment in its entirety.

The Incident impacts Customer’s ability to use the Service, the severity of which is significant and may be repetitive in nature.

Priority 2 is the highest possible level for all non-production systems.

Partial authentication failure prevents new client logins; existing connections are stable.

Non-production outages.

Minor errors, which do not inhibit any of the core functionality of the Service. The error negligibly impacts Customer’s ability to use the Service, and the Service remains mainly functional.

This Priority Level may include any Service issue with a viable workaround.

Non-critical plugin errors; minor dashboard display issues; viable workaround available.

Includes minor, cosmetic, or documentation-related issues, and enhancement requests that are not time-sensitive. There is no impact on the Service’s existing features, functionality, performance or stability.

This Priority Level includes any development support related incidents.

Documentation typos; new feature requests; general best practice inquiries.