Severity level descriptions for Opentrons Support Cases

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.