Severity level descriptions for Opentrons Support Cases
Severity level descriptions for Opentrons Support Cases
Opentrons support cases are classified according to the urgency and impact of the issue involved.
Written by Ethan Jones
Updated over a week ago
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.