PortalGuard Technical Support Priority Breakdown

The following categorizations shall be applied to incidents depending on the severity of the impact on Customer. Support issues are categorized according to a severity or priority scale. BIO-key support efforts are prioritized based on the severity level of the issue, and on the support level of the Customer organization. Technical support requests within a severity level are generally processed on a first-come, first-served basis. The Priority / Severity of a support ticket is set according to the guidelines listed below. Please keep in mind the descriptions below are guidelines and do not cover every possible condition or technical situation.

	Definition	Examples
P1	A service failure or severe degradation. Customer is unable to access any business resources or users are unable to access a critical business application. Total system unavailability for all users.	Service is down and not accessible by users. Service is slowed to such a degree that multiple users cannot log in, resulting in consistent “page not found errors” or similar. Users cannot access an important business application like email, payroll, financial reporting, etc.
P2	A partial service failure or mild degradation. Customer is able to access some, but not all business resources. Non-production instance of the service is unavailable. Bug creating significant impact to existing service or application integration. Partial system unavailability for at least 50% of users.	Customer lacks write-access to the administrative console. Users can access PortalGuard, but access is slow, sometimes resulting in “page not found” messages or similar, with access functioning as expected upon page refresh. Issue with Preview (non-Production) environment.
P3	Minor service impact. Non-critical bug. Difficulty integrating new business or personal application with PortalGuard. Customer is able to access almost all business resources. Functional limitation – no workaround. Partial system unavailability for at least 10% of users.	One user is not able access a business application. Customer is unable to successfully integrate a new business application with PortalGuard.
P4	Minor service impact or feature enhancement request. Customer is able to access almost all business resources. Functional limitation with workaround in place.	How-To or Feature Enhancement Request.