Support Priority Definitions

Priority 1 (Critical business impact)

Definition – Priority 1 selection indicates that customer is unable to use the CollabNet application, resulting in a critical impact on business operations. This condition requires immediate resolution.

Priority 1 Condition – A Priority 1 issue has a crippling effect on customer’s business. i.e. production system is down

Key Deliverables – Priority 1 service involves reacting to the customer’s emergency situation by immediately providing an appropriate resource. Unless another agreement is in place, Priority 1 issues will be serviced on a continual effort basis until the Priority 1 condition has been resolved. Resolution of Priority 1 conditions may include temporary relief, enabling the customer’s business to operate until a more comprehensive solution is provided. Priority 1 service delivery requires:

  • The product and the customer are eligible for customer support assistance
  • Customer is available 24x7 to actively collaborate with the analyst
  • System access or system information is available 24x7

Unless another agreement is in place, if the customer breaks continual effort, the situation will no longer be classified as critical, and will become lower priority. The case will then be serviced during normal business hours.

Response Objective – CollabNet’s Support Program Policy outlines how CollabNet is organized to respond to all cases and application defects based on their assigned priorities.

Examples of Priority 1 case:

  • A production server has failed
  • Multiple users cannot access the production servers
  • Performance of the servers has degraded to an unusable level
  • Data is unrecoverable, corrupt, or lost

Examples of cases that are not typically classified as Priority 1:

  • Database is operational following a one–time outage; root cause analysis required
  • Feature Request or customization
  • Customer is not available for collaboration with support engineers after hours
  • First–time installation

NOTE: A Critical Situation does not automatically imply Priority 1. The problem’s associated business impact determines the priority.


Priority 2 (Significant business impact)

Definition – This indicates the CollabNet application is usable but is severely limited.

Priority 2 Conditions

  • Issue is critical to customer’s business operations
  • Non–production system data with a valid support contract is inaccessible, cannot be archived or restored.
  • Critical component returning error or not responding.
  • Degraded application performance is having a serious negative impact on business
  • Root cause analysis is required on a previous Priority 1 issue  
  • A database or application error has occurred which severely impacts business operations

Key Deliverables – Priority 2 issues will be serviced as critical during normal business hours, unless an alternative customer agreement exists, and until the Priority 2 condition has been resolved. Rapid resolution should be provided using best effort. Priority 2 service delivery requires that:

  • Customer has an active CollabNet support contract for the product in question
  • Customer is available during normal business hours

System access or system information is available during normal business hours

Response Objective – CollabNet’s Support Program Policy outlines how CollabNet is organized to respond to all cases and application defects based on their assigned priorities.


Priority 3 (Limited business impact)

Definition – This indicates the CollabNet application is usable, but that some features (not critical to operations) are unavailable.

Priority 3 Conditions

  • Issue affects customer’s ability to meet near–term deadlines
  • Component returning error or not responding
  • Degraded performance is negatively impacting business operations
  • Acceptable workaround may exist
  • Issue is specific to one or a few users.

Key Deliverables – Priority 3 issues are important for the customer and the customer’s services and will be serviced as such. These issues will be worked during normal business hours, until the Priority 3 condition has been resolved. Priority 3 service delivery requires that both the product and the customer are eligible for customer support assistance.

Response Objective– CollabNet’s Support Program Policy outlines how CollabNet is organized to respond to all cases and application defects based on their assigned priorities.


Priority 4 (Minimal business impact)

Definition – This indicates the problem does not significantly impact operations, or that a reasonable workaround has been implemented.

Priority 4 Conditions

  • General question such as “how–to” or syntax questions
  • Issue with little or no impact
  • Documentation issues
  • Issue is essentially resolved but remains open for customer confirmation. Intermittent wait status with little or no customer interaction required

Key Deliverables– Priority 4 issues will be serviced as general issues during normal business hours until the Priority 4 condition has been resolved. Priority 4 service delivery requires that both the product and the customer are eligible for customer support assistance.

Response Objective– CollabNet’s Support Program Policy outlines how CollabNet is organized to respond to all cases and application defects based on their assigned priorities.


Response Time Definitions:

Response time shall be defined as the time elapsed between an issue being reported (ticket opened) and the issue being assigned to an engineer & worked.

Initial response will consist of one of the following:

  • A potential problem resolution
  • A request for more information, which will allow CollabNet to determine the next steps toward potential problem resolution
  • At CollabNet's sole discretion, if the issue requires escalation or extensive time to research, client contact will be notified with an estimate of the time required to provide more information, potential workaround, or a resolution.