Ticket Severity Definitions – Ordway Support Portal

Severity	Definition	Target Initial Response Time
Urgent	System is down or unavailable (Critical Production issue affecting all users)	1 Business Hour
High	Data Integrity Issues \| A critical documented feature/function is not available	4 Business Hours
Normal* Default value for all requests	System performance issue \| bug affecting some but not all users	1 Business Day
Low All Request for Enhancements	Inquiry regarding a routine technical issue/information requested on application capabilities, navigation, installation or configuration	2 Business Days

*Ordway will determine the Severity Level assigned to each support issue in its reasonable discretion, but taking into consideration the Severity Level input by Customer.