Issue Severity

In the world of customer support, issue severity is incredibly important. It’s the measure of how big of a problem a customer is having, and how urgently they need help.There are four levels of issue severity:

1. Low

2. Medium

3. High

4. Critical

Low severity issues are things like cosmetic bugs or small usability concerns. These issues generally don’t have a huge impact on the customer’s ability to use the product, and can often be fixed with a simple workaround.

Medium severity issues are more serious, and can impact the customer’s ability to use the product in a major way. These issues often require more time and effort to resolve.

High severity issues are major problems that severely impact the customer’s ability to use the product. These issues require immediate attention, and often need to be escalated to upper management or even the CEO in order to get resolved quickly.

Critical severity issues are complete showstoppers – they completely prevent the customer from being able to use the product at all. These are typically things like server outages or data loss, and require an all-hands-on-deck approach to resolve them as quickly as possible.