Opentrons Support ticket severity levels defined
Level 1 - Critical:
Critical production issue affecting every protocol
Includes system unavailability with no workaround available.
Level 2 - Urgent:
Issue is persistent and major functionality is impacted on majority of protocols
No reasonable workaround available.
Also includes time-sensitive requests
Level 3 - High:
System performance issue or bug affecting some, but not all protocols
Short-term workaround is available, but cannot be scaled.
Level 4 - Medium:
Inquiry regarding a routine technical issue.
Bug affecting a small number of protocols.
Reasonable workaround available.
Resolution required as soon as reasonably practicable.
Level 5 - Low:
Information requested on OT-2 capabilities, navigation, installation or configuration.