This information is taken from our website at https://coiled.io/coiled-support-and-maintenance-terms/. Please note that we reserve the right to change the priority of your ticket, at our discretion, to match these definitions.
| Priority Level | Description | Example |
| Urgent | A Product failure or severe degradation. Customer is unable to access any business resources. System down. | Important Product feature or functionality needed for Customer’s use are unavailable. Customer’s use of Coiled is non-functional. |
| High | A partial Product failure or mild degradation. Customer is able to access some but not all business resources. | Less significant Product feature is unavailable. Customer’s work related to Product has a minor loss of operational functionality or implementation resources. |
| Normal | Minor Product impact. Customer is able to access almost all business resources. | An error, bug, or issue with Product is causing minimal impact on the normal operations of Customer related to Product. Customer’s use of Product is continuing and no work is being materially impeded at the time. |
| Low | Clarification or Information Request Only (no development work) | Customer requests information or clarification regarding Product but there is no or minimal impact on the operation of Product. |
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