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Severity Types

SUSE uses a unified Severity approach to determine targeted response times:

Severity Level	Description
Severity 1 (Critical)	The affected system/service is in production and is mission critical to your business. It is inoperable and the situation is resulting in a total disruption of work. There is no workaround available.
Severity 2 (High)	Defined as an incident where core software functionalities can continue to operate in a restricted fashion, although long-term productivity may be impacted. If a Severity 2 issue has an identified and implemented workaround it will be reclassified as a Severity 3 issue.
Severity 3 (Medium)	Defined as an incident that causes partial, non-critical loss of software functionality. It may also be a software defect (bug) or impact when performing certain actions and there is no known workaround.
Severity 4 (Low)	There is no loss of service. Defined as: (1) a request for information or query, (2) feature requests for the software, or (3) software defect and workaround that has medium or low functionality impact.

Case severity may be changed at the sole discretion of SUSE Support.