Classification of Errors/Problems

When submitting a support request, you should provide Simble with what you believe is the appropriate classification of the severity of the error using the following Class Level table as a guide. Severity levels range from Class 1-Critical to Class 4-Minor. Simble will make a reasonable and conclusive determination of the class level of the error and respond in accordance to the class of error.

Class Level	Definition
Class 1 - Critical	Faults that seriously impair or halt performance in production for the end-user: Production System System, server or critical application down The user cannot make use of an essential function in the production system Profitability will be severely impacted within several days The problem cannot be solved by a restart or a bypass or a workaround Development System N/A
Class 2 - Urgent	Serious faults that affect productivity or development: Production System High-impact problem where production is proceeding, but in a significantly impaired fashion The production system is running, but with repeated interruptions Time-sensitive issue important to long-term productivity that is not causing an immediate stoppage of work Development System The problem cannot be solved by a restart or a bypass Halts further development - workaround has not been found. Can't go into production - workaround has not been found.
Class 3 - Important	Minor faults: Production System Problems which do not have a significant impact on current productivity. The production system is running, but with limitations. A function in the production system is failing, but there is a bypass available. Development System A function in the development system is failing, but there is a bypass available. Development project can proceed, but in a significantly impaired fashion. A workaround has been found but it is not acceptable.
Class 4 - Minor	Issues with low priority. Minor faults which do not affect the use of the system

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