The severity level will be indicated by the Customer when submitting a Support Request.
We may set, upgrade, and downgrade the severity level of Support Requests at our discretion based on the information available.
| Level | Definition |
|---|---|
| P1 - Urgent priority | Critical Issue |
| • Defect resulting in full or partial system outage or a condition that makes the affected Prisma product unusable or unavailable in production for all of the Customer’s Users. | |
| P2 - High Priority | Significant Disruption |
| • Issue resulting in impacted major functionality or significant performance degradation, impacting a significant portion of the user base. | |
| P3 - Normal priority | Minor Feature or Functional Issue / General Question |
| • Issue resulting in a Prisma component not performing as expected or documented. | |
| • An inquiry regarding a general technical issue or general question. | |
| P4 - Low priority | Minor Issue / Feature Request |
| • An information request about Prisma or a feature request. |