Level 1 (Urgent) | Convoy Product are inoperable or down in Customer’s
production environment, having a critical
impact to Customer’s business. |
Level 2 (High) | Convoy Products are operational but have a severe loss or
restricted functionality in Customer’s production environment
causing a significant impact on Customer’s business. |
Level 3 (Medium) | Convoy Products are operational but have a minor loss of
functionality (with or without a workaround) in
Customer’s production or staging environment
causing low or no impact on Customer’s business. |
Level 4 (Low) | Non-critical issues, requests for enhancements,
and general questions about functionality. |
