Levels of severity, criticality and priority of an issue

Priority

Description

Blocker

Una incidencia Blocker indica que el sistema en producción se encuentra totalmente fuera de servicio.

A Blocker incident indicates that the system in production is completely out of service.

In these cases, the Athento team will proceed to:

1. Assign specialists to correct the incident.
2. Provide constant information about the status of the incident.
3. Provide an alternative option or solve the incident partially or totally.
   
4. Solve the incident.

Critical

In this case, the production system is running, but critical system services or operations are interrupted. The impact on the system is severe and limits vital system functionality (e.g., creating documents or generalised document retrieval).

In these cases:

1. A specialist is assigned to the case
2. Athento specialists provide alternative procedures.
3. The solution of the problem may be required as a hotfix or a new release.

Major

There is moderate system impairment. It may also refer to system instability with periodic service interruptions or lesser loss of product functionality. This category can also include development errors that affect the performance of the product. In this case, the customer is perfectly able to operate the system. These support requests will be solved by hotfixes or new releases, but have lower priority than Critical issues.

Trivial

There is minor system impairment. Specific functionalities are not functioning normally, but the customer is fully able to operate the system. This type of support requests can also refer to questions on system usage, general information requests, reporting of errors in documentation, recommendations, enhancement requests, etc.