Ticket Priority Definitions

Overview

Ticket priorities are based on the following definitions. It may be tempting to submit all tickets as Urgent, but this is reserved for instance-down situations where no one can work.

More information on Digital.ai Support and Maintenance is available on the Digit.ai public website.

Priority Values

• Low
  • Any issue that does not significantly impede work or progress, a general question or issue
• Normal
  • Any issue that causes limited interruptions of the use of a non-critical function as determined jointly by Digital.ai and Customer
• High
  • Any issue that causes a significant or ongoing interruption of Production use of critical functions with no acceptable workaround available, as determined jointly by Digital.ai and Customer
• Urgent
  • Production down. Any issue that causes the Software to be nonfunctional.