How to define incident priorities

When reporting an incident, you are asked to identify the priority of your issue. This is how incidents are prioritized at fulfillmenttools.

Incident Priority


Response time

Priority 1

Customer is unable to use the SaaS services or essential applications are not executable or create data loss or corruption. This results in a complete loss of production.


Priority 2

The customer is able to use the SaaS services, but not all functions are usable. This results in a significant reduction in production.


Priority 3

Most of the functions of SaaS services are applicable with slight limitations


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