The document defines three levels of severity for issues reported to Alfresco Support. Severity 1 issues completely shut down or severely impact production systems or block development efforts. Alfresco will promptly assign specialists and provide ongoing communication and workarounds. Severity 2 issues have limited capabilities or periodic interruptions in production or block major subsystems in development. Specialists will be assigned and additional procedures may be used. Severity 3 issues involve fully operational production systems or development errors that may impact performance. Alfresco may include fixes in the next maintenance release.

1. Alfresco severity definitions http://docs.alfresco.com/support/topic/com.alfresco.Support_Handbook_...
Alfresco Support Handbook (Platinum and Gold) > Alfresco Support Handbook
Alfresco severity definitions
Here are the severity definitions that Alfresco Support will use when prioritizing and working on your
issue. If you are able to help us by reserving Severity 1 for your most critical issues, you can be sure
that the Alfresco Support team will respond appropriately.
Severity Definition
1
A Severity One Production Issue means (i) the production system is
severely impacted or completely shut down, or (ii) system operations or
mission-critical applications are down.
A Severity One Development Issue means (iii) an application is in final
testing, facing a critical Production Use go-live timeframe and is severely
impacted, or (iv) entire development efforts are blocked. Alfresco promptly
initiates the following procedures:
1. Assigns specialist(s) to correct the Error on an expedited basis
2. Provides ongoing communication on the status
3. Begins to provide a temporary workaround or fix
2
A Severity Two Production Issue means (i) the production system is
functioning with limited capabilities, or (ii) is unstable with periodic
interruptions, or (iii) mission critical applications, while not being affected,
have experienced material system interruptions.
A Severity Two Development Issue means (iv) there is a time sensitive
question impacting performance or deliverables, or (v) a major subsystem
under development is blocked. Alfresco assigns a specialist, and provides
additional, escalated procedures as determined necessary by Alfresco
Support Services staff. Alfresco exercises commercially reasonable efforts
to provide a workaround or include a fix for the Severity 2 Issues in the next
Maintenance Release.
3
A Severity Three Production Issue means there (i) are issues in fully
operational production systems, (ii) is a need to clarify procedures or
information in documentation, or (iii) is a request for a product
enhancement.
A Severity Three Development Error means (iv) there are errors in system
development that may impact performance deliverables, (v) a need to clarify
procedures or information in documentation, or (vi) a request for product
enhancement. Alfresco may include an Update in the next Maintenance
Release.
Copyright ©2012 Alfresco Software Inc. | All rights reserved
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2. Alfresco severity definitions http://docs.alfresco.com/support/topic/com.alfresco.Support_Handbook_...
http://docs.alfresco.com/support/topic/com.alfresco.Support_Handbook_Platinum_Gold.doc/concepts/su-severity-defs.html
2 of 2 3/31/2012 1:18 PM