Level 1 - High - System performance issues or product issues affecting some but not all users. A short-term workaround is available but not scalable.
Example: Calls and faxes are working, but the setup of the system is undesirable
Level 2 - Medium - Inquiry regarding a routine technical issue: information requested on system capabilities, system navigation, installation or configuration, or issue is affecting a small number of users. A workaround is available.
Level 3 - Low - Questions about our products or need assistance with using feature or product such as activating services, product functionality, or would like help setting up a feature