Severity Definitions

Modified on Wed, 29 Nov 2023 at 06:24 PM

Case severity is reviewed and defined by Next DLP support at the time the case is received, and may be modified up or down depending on the reported impact to a customer's business in line with the following definitions.


Impact to the Customer’s Business

Target Initial response time*


The product is in a total non-functional state on a live

production deployment, severely impacting the

customer’s business.

e.g. Agents causing loss of network connectivity

1 hour


A major component of the product is not functional or

severely degraded on a production deployment where

there is no viable workaround

e.g. A previously tested policy is no longer functioning as expected 

2 hours


Minor functionality not working as documented causing

minor service impairment or more significant issue

where there is a viable workaround

e.g. A web filter option not working correctly

4 hours


General product defect question with no business

impacting factor or time criticality

e.g. error in documentation, question relating to a future deployment or installation

8 hours

*All target response times are elapsed time based on Next DLP business hours.

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