Issue Priorities¶
To ensure efficient handling and resolution of customer issues, it is essential that priorities are set in accordance with the descriptions outlined in the Issue Priorities table.
This alignment helps us allocate resources effectively and address your concerns in a timely manner, based on their impact and urgency.
When submitting an issue, please select the priority level that best matches the situation based on the defined criteria.
It is important to consider the impact on the overall project rather than personal circumstances.
This not only streamlines our internal processes but also ensures that we understand your expectations from the outset.
It is important to note that, as part of our commitment to providing the best possible support, Proemion reserves the right to adjust the issue priority after an initial evaluation. This adjustment will always be communicated and discussed with you to ensure alignment between your needs and our approach.
By collaborating on the prioritization process, we can work together to achieve efficient issue resolution and maintain the reliability of your systems.
Issue Priority Levels¶
Emergency¶
Emergency - This priority level is reserved for the most critical issues that require immediate attention.
Issues assigned to this priority level typically have a severe impact on system performance and/or project success and require urgent resolution.
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A high number of end users (over 50%) is affected or not able to fulfill their tasks.
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The Proemion customer is affected in the operation of their business
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Damage to Proemion customer’s reputation is likely
- Examples of issues that may be assigned to this priority level include system crashes, data loss, or security vulnerabilities which impact a high number of service consumers.
Note
Proemion ensures to react within 3 hours during working hours1.
High¶
High - This priority level is used for issues that are important and require attention but are not as critical as those assigned to the highest priority level.
Issues assigned to this priority level may have a significant impact on system performance and/or project success, but not to the extent that they require immediate resolution.
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A moderate number of End users (over 20%) is affected or not able to fulfill their tasks
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The Proemion customer is affected in the operation of their business.
Examples of issues that may be assigned to this priority level include functional bugs or performance issues so that a certain service is not functional for service consumers.
Proemion ensures to react within 1 working day.
Medium¶
Medium - This priority level is used for issues that are important but do not require immediate attention.
Issues assigned to this priority level may have a moderate impact on the project's success but are not critical to its overall success.
Examples of issues that may be assigned to this priority level include bug or feature requests.
Proemion ensures to react within 3 working days.
Low¶
Low - This priority level is used for issues that are important but can be addressed at a later time.
Issues assigned to this priority level may have a minimal impact on the project's success and can be resolved without affecting the overall project timeline.
Examples of issues that may be assigned to this priority level include minor enhancements, documentation updates, cosmetic issues or low-priority bugs.
Proemion ensures to react within 5 working days.
Lowest¶
Lowest - This priority level is used for issues that are the least critical and can be addressed when time allows. Issues assigned to this priority level may have no impact on the project's success and can be resolved without affecting the overall project timeline. Examples of issues that may be assigned to this priority level include minor UI changes or spelling errors.
Proemion ensures to react within 10 working days.
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working hours are from Monday-Friday 08:00 - 16:00 except for German holidays and the period between December, 24th and January, 1st. ↩