Critical issues that render the system unusable or cause a complete loss of service.

System failure that creates a severe business impact.
Client cannot perform any tasks.
System failure affects all users.
No workaround to the problem is possible.

Major issues that significantly impact the client’s ability to perform their core tasks or affect critical functions of the system.

System failure that creates a high business impact.
Client cannot complete core tasks.
System failure affects many users.
Workaround to the problem is not available or feasible.

Minor issues that affect some aspects of operations, but do not prevent the client from performing their core tasks.

System failure that creates a moderate business impact.
Client can complete most tasks.
System failure affects multiple users.
Workaround to the problem is available but not optimal.

Non-urgent or routine requests that do not significantly impact operations.

System failure that creates a minimal business impact.
Client can complete most tasks.
System failure affects one or two users.
Acceptable workaround to the problem has been identified.