Reference
Choosing a severity (S1 to S4)
The four ticket severities, what each one means, and how to choose the right one.
Applies to Moraph Support as it works today. Moraph updates the platform continuously, and this page is reviewed when it changes.
The severity tells the support team how badly a problem affects you, so the most serious problems are handled first. Choose it by impact, not by how annoying the problem is.
| Severity | Use it when |
|---|---|
| S1 Critical | A production service is down or unusable, data may be at risk, or a security incident is under way, and there is no workaround. |
| S2 High | A production service is badly degraded or an important function is failing, and the workaround is poor or temporary. |
| S3 Normal | Something is not working as it should, but there is a reasonable workaround or the impact is limited. |
| S4 Low | A question, a minor problem, a request for information or a change that can be planned. |
How to choose
- Is it production? Problems in test or staging environments are rarely S1 or S2.
- Is there a workaround? If people can carry on another way, it’s usually S3.
- Is data or security at risk? If so, it’s S1, whatever else is true.
- Is it a question or a planned change? It’s S4.
S1 and S2 tickets can only be raised by accounts that belong to your organization. Accounts not yet in an organization can raise S3 and S4 tickets.
When the severity changes
The support team may change the severity after talking to you, for example when a workaround is found or the impact turns out to be wider. The ticket shows the change as an update, such as “Severity changed from S3 Normal to S4 Low”.
For S1 incidents
Raise the ticket and call the support number in your organization’s service agreement, so the on-call team is engaged straight away.
Response times
Response and resolution targets for each severity are set in your organization’s service agreement with Moraph, not on this page.
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