Choosing Bug Priority

Issue type

Priority(P) #

Acknowledgement TAT (odd hours)

Resolution TAT after being Assigned to Developer

CRITICAL

1/Highest

2 hours

24 hours

URGENT

2/High

4 hours

48 hours

IMPORTANT

3/Medium

6 hours

72 hours

MINOR

4/Low

8 hours

120 hours

CRITICAL 

The problem results in extremely serious interruptions to a production system, causing downtime. It has affected, or could affect, the entire user community of the software. Tasks that should be executed immediately cannot be executed because of a complete crash of the system or interruptions in main functions of the production system. Data integrity is compromised and the service request requires immediate processing as the issue can result in financial losses.

URGENT

The problem results in serious interruptions to normal operations. Important tasks cannot be performed, but the error does not impair essential operations. Processing can still continue in a restricted manner, and data integrity may be at risk.

IMPORTANT

The problem causes interruptions in normal operations. It does not prevent operation of a production system, or there could be minor degradation in performance. The error is attributed to malfunctioning or incorrect behavior of the software. The issue will affect a pilot, proof-of-concept or project deadline.

MINOR

The problem results in minimal or no interruptions to normal operations (i.e. causes no business impact). The issue consists of "how to" questions including issues related to APIs and integration, installation and configuration inquiries, enhancement requests, or documentation questions.