When you open a ticket with Keepeek support, you need to indicate a severity level.
This allows us to:
qualify the actual impact of the issue,
adjust the speed and type of response,
fairly prioritize requests across all clients.
| Severity | Description | Impact for the client | Examples |
|---|---|---|---|
| 1 – Minor | Minor issue, improvement request, clarification of documentation. | No impact on system usage. | Minor fix, advice request, suggestion for improvement. |
| 2 – Annoying / Inconvenient | Partially unavailable functionalities, but with simple workarounds. | Usable, but degraded experience. | An option or module is not working, but an alternative exists. |
| 3 – Major | Important functionalities unavailable, no acceptable workaround. | Significant disruption of activity. | Blocking a key daily function without viable alternative. |
| 4 – Urgent / Critical | Complete system stoppage or blocking of a critical business process. | Immediate or near-total halt of activity. | Cannot access Keepeek-DAM or a major process. |
The severity level can be adjusted by our team if necessary.
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