Severity Definitions

Modified on Wed, 29 Nov, 2023 at 6:24 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.

Severity	Impact to the Customer’s Business	Target Initial response time*
P1/Critical	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
P2/High	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
P3/Medium	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
P4/Low	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.