Page Comparison

Severity Level

Definition

Examples

Priority 1

Business critical. Represents a complete loss of service or a significant functionality that is completely unavailable, and no workaround exists. 46 Labs and the Customer will commit any necessary resources 24x7 to resolve the issue.  Only applies to production deployments.

100% loss of PSTN or network connectivity.

Issues there the majority of inbound or outbound calls fail for all end-users.

Priority 2

Highly degraded service. Includes intermittent loss of service and significantly reduced quality of service. 46 Labs and the Customer will commit full-time resources during Standard Business Hours to resolve the situation. Only applies to production deployments.

100% loss of connectivity limited to a specific customer location.

 Issues Issues that prevent that accurate rating, routing and billing of calls.

Priority 3

Degraded service. Includes intermittent issues and reduced quality of service. A workaround may be available. 46 Labs and the Customer are willing to commit resources during Standard Business Hours to resolve the issue.  Only applies to production deployments. Note

Poor Voice Quality, One-Way Audio, Dead Air, No DTMF, Echo, Long Post Dial Delay, Fax issues, the User Interface is not accessible.

Note: Most Issues can be a upgraded to a Priority 2 or 3 depending on the impact and urgency.

Priority 4

Non-service impacting issues. 46 Labs and the Customer are willing to commit resources during Standard Business Hours to provide information or assistance.

product Product questions

 feature requestsFeature Requests

 documentation Documentation requests

 issues Issues with non-production deployments.