Support Request Priorities

The submitter's priority classification is an important part of the support request as it defines the response time needed. The priority classifications possible are:

• FATAL

  A problem that prevents the operation of the test suite. The test suite as a whole cannot be run in its entirety; or more than 100 Test Cases are impacted by the error.

• CRITICAL

  A problem that prevents the running of, or produces incorrect results for, a group of tests. A critical error may be raised when between 5 and 100 Test Cases are impacted by a problem.

• STANDARD

  All other problems, for example:

  • A problem in one or more Test Cases but less than five Test Cases.
  • A problem that does not involve the correctness of the tests but that affects its usability or maintainability, for example a documentation problem or a lack of tolerance for operator errors.

• COMMENT

  A non-problem related request, such as an enhancement request.

• INFO

  A request for information.

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