Use these definitions when selecting the issue severity on an mParticle Support ticket. Technical Services may adjust a ticket's severity if the reported impact does not match the selected severity.
Critical (SEV1)
Data collection services and data reporting services are completely down, causing critical impact to business operations; no workaround available.
Major (SEV2)
Data collection services and data reporting services are significantly degraded and/or impacting significant aspects of business operations; no commercially reasonable work around available.
Moderate (SEV3)
Slow response or delays; services performance is impaired but still materially functional.
Minor (SEV4)
Any other issue or question, service performance is not impacted.