Article ID: 127848, created on Dec 24, 2015, last review on Dec 24, 2015

  • Applies to:
  • Plesk

Severity level indicates the relative impact of an issue on customer’s systems or business processes. Odin support uses the following severity level definitions to classify all support requests:

  • Severity 1 (Urgent): A customer is unable to install and run the software because of problems with a license key, the computer (server) fails to start, or the software crashes and corrupts data. No workaround or immediate solution is available.
  • Severity 2 (High): A customer is unable to install and use a program component or a feature described in the documentation. A temporary workaround may be available as Odin attempts to resolve the issue.
  • Severity 3 (Normal): A customer is able to use the software; however, there is a partial non-critical loss of functionality of the software.
  • Severity 4 (Low): A customer encountered a minor cosmetic issue, errors in the documentation, or asks for information about software usage, enhancements, or modifications.

Note: Severity definition for OA, BA, OBAS products can be found here

Note: Severity definition for Plesk products can be found here

Note: Severity definition for Plesk Automation products can be found here

Note: Severity definition for Server Virtualization products can be found here

Important: The selected severity should be reasonable. Shift Manager on duty can either reduce the severity of your ticket if it is overrated or increase it.

a914db3fdc7a53ddcfd1b2db8f5a1b9c 56797cefb1efc9130f7c48a7d1db0f0c

Email subscription for changes to this article
Save as PDF