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Severity Levels and Initial Response Times

Melissa Van Blarcom
  • Updated

Table of Contents

Severity Levels and Initial Response Times

Severity Level Examples

 

Severity Levels and Initial Response Times

Forj Technical Support aims to adhere to the following initial response times, based on the severity of the reported issue.

We will be communicative about our assessment of the severity of the issue as well as next steps.

 

Please note, this chart indicates initial response times, but resolution times may vary based on the type of inquiry. 

 

Severity Level

Initial Response Time

Severity 1 - Critical

Forj will likely have an awareness of downtime issues and will proactively reach out about any incidents.

If no proactive notifications, response can be expected within 8 hours, regardless of time of day. 


Please note, Critical Severity issues are treated with utmost urgency. We will form a response team and be in regular contact on status.
Severity 2 - High

Initial response within 4 business hours. 


Please note, High Severity issues are treated with urgency and we will be communicating expected resolution as we investigate and learn more. We will update you ASAP and aim to resolve the issue as quickly as possible.
Severity 3 - Medium Within 1 business day
Severity 4 - Low Within 1 business day

 

 

Severity Level Examples

The following are examples of issues by severity. 

 

Severity Level

Description

Example(s)

Severity 1 - Critical

A problem with the software which is making the entire system unusable or inaccessible to all users. No user is able to login, perform any basic action, or data is missing/corrupted and no workaround is available.


Internal Forj teams consider this to be an incident and will implement incident protocol.

The software is completely inaccessible for all users, is unavailable or is preventing login.

  • Mobile App unavailable or preventing login
  • SSO configuration issue preventing login for multiple users
  • Basic functionality not functioning such as creating an event, post, or comment
  • Not able to add new members to a group or community
Severity 2 - High

A problem with the software which is making a large part of the system or critical functionality inaccessible or impaired such that core business processes cannot function. This definition applies only where there is no reasonable workaround and a large number of users are affected.

A critical feature of the software is not functioning properly for a significant number of users. 

  • Community email notifications aren't' being received
  • Post formatting issues make a post unreadable
  • API unavailable for data transfer
  • Admin issues preventing business operations - standard reporting, configuration, branding, etc.
Severity 3 - Medium A problem with the software which is making a non-critical function or procedure unusable or hard to use for all or a segment of some customers, or a workaround is available for a critical function, and there is no direct impact on software availability.
  • A specific module or feature of the software is not working as expected, impacting a moderate number of users.
  • An integration between two systems is experiencing intermittent failures, causing occasional disruptions to data synchronization.
Severity 4 - Low

A minor problem with the software or documentation error that has no significant impact on the client’s operations. These issues might impact core workflow but often have a workaround, and affect only a limited number of clients.

  • A minor functionality issue is present in the software, but it does not hinder the overall user experience significantly.
  • A single user is experiencing difficulty in accessing a specific report or resource.
  • A cosmetic issue, such as a minor display glitch on a webpage, that does not impact functionality.