# ProComputers Support severity levels definition

**URL:** <https://support.procomputers.com/t/procomputers-support-severity-levels-definition/23>\
**Category:** Support\
**Created:** [November 9, 2022, 6:59pm UTC](https://support.procomputers.com/t/procomputers-support-severity-levels-definition/23 "2022-11-09T18:59:54Z")\
**Posts on this page:** 1\
**Page:** 1

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**Author:** ![procomputers](https://dub1.discourse-cdn.com/flex017/user_avatar/support.procomputers.com/procomputers/32/19_2.png) [@procomputers](https://support.procomputers.com/u/procomputers)\
**Post date:** [November 9, 2022, 6:59pm UTC](https://support.procomputers.com/t/procomputers-support-severity-levels-definition/23/1 "2022-11-09T18:59:54Z")

</div>

ProComputers support requests are categorized into different severity levels to prioritize responses and actions.

## Severity 4 (Low)

**Definition** : The issue has little to no impact on business operations. It includes general inquiries, requests for information, or minor issues that do not affect system performance or functionality.

**Examples** :

- General support questions.
- Feature requests.
- Documentation or how-to queries.

**Response Time** : Response within a few days, often handled as part of routine support activities.

## Severity 3 (Medium)

**Definition** : The issue is causing minor operational impact or inconvenience, but business operations can continue with some limitations.

**Examples** :

- Minor performance degradation.
- Non-critical bugs or issues.
- Limited functionality affected.

**Response Time** : Response within business hours, typically within a day or two.

## Severity 2 (High)

**Definition** : Major functionality is severely impacted, or there is a significant degradation in performance. While the system is still operational, the issue is affecting critical operations and requires prompt attention.

**Examples** :

- Significant performance issues.
- Partial loss of service impacting key users.
- Severe bug affecting important functions.

**Response Time** : Rapid response within business hours, often within a few hours.

## Severity 1 (Critical)

**Definition** : The system or application is completely down or severely impacted, causing a significant interruption in business operations.

**Examples** :

- Complete virtual machine failure.
- Data loss or corruption affecting critical services.
- Major security breach or compromise.

**Response Time** : Immediate response required. Support should be available to resolve the issue as quickly as possible.

If you need more information, please contact ProComputers Support as instructed in [this](https://support.procomputers.com/t/start-here-welcome-to-procomputers-support/7) article.