Issue Classification Schema

Customer Support classifies each service request using two qualifiers:

Severity
Priority

This classification schema is the cornerstone around which all support processes flow. The business rules on which they are built is monitored by Salesforce to ensure service levels are enforced and that Management is aware of concerns before they escalate.

Severity

The Severity of a service request refers to the impact to the customer of the issue on our customer base. It categorizes the technical issue in terms of the effect it has on the application’s operation. The Severity is based on objective observations, its value remains the same throughout the life of the support case, unless circumstances dictate otherwise (such as an issue propagating to a larger customer base or affecting other components of the application not discovered at time of reporting the issue).

Severity Level	Definition	Can be set by
S1- Critical	Critical Service Impact One or more organizations cannot access or navigate the site. One or more organizations cannot access e-Learning Paths. One or more organizations cannot use any Skillsoft Products. One or more organizations can access no content.	Team Leader+
S2- High	Major Service Impact One or more organizations cannot access part of the site. One or more organizations cannot launch a subset of content. One or more organizations cannot use one or more Skillsoft Products. A number of students cannot access/navigate the site. A number of students can access no content. Core Admin functionality not working e.g. cannot run a report, cannot assign content, cannot register students. A piece of content cannot be accessed by anyone or is crashing when accessed by anyone. Any other issue that results in a material degradation in the usability, quality or availability of any of the Skillsoft Products.	Team Leader+
S3- Medium	Minor Service Impact An Admin report is incorrect/inaccurate. A single student cannot access the site. A single student cannot access any content. A single student's progress is incorrect. A piece of content is not tracking progress correctly.	All
S4- Low	Minor Service Impact – Workaround available Issue where there's a ready workaround. Typos, grammar in content	All
S5 – Request / Customer Education	No Impact Design or usability query Enhancement request Username / Password requests Navigation or functional query	All

Priority

The Priority of a Service Request is a subjective value that refers to the degree of urgency in which the issue must be resolved. This value drives our internal escalation management process. The Priority changes to appropriately reflect the severity of the issue.

Every Severity level has a corresponding default priority level, but priority allows for some input from human and business needs. Problems with low severity can easily get assigned a higher priority should the need arise. For example, if we have a simple typo on a customer’s page, that's Severity 4 because of its low scope, but if that page is their home page and the typo is in their company name, it may be a Priority 1 problem.

The default priority levels for the various Severity levels are shown below:

Severity Level	Priority Level
S1	P1
S2	P2
S3	P3
S4	P4
S5	P5

In order to change a priority level from its default level, a business case must be presented and approved through appropriate channels.

The table below provides definitions for the various Priority levels.

Priority level	Definition	Can be set by
P1 – Critical	Priority is so high that issue needs to be addressed immediately. Examples include: Issues where effect may cascade and down an application Issues where contracts may be at risk	Team Leaders+
P2 – High	Give High Attention Example: Sensitive customers	Team Leaders+
P3 – Medium	Normal Queue Example: Day to day issues	All
P4 – Low	Low Priority Can be addressed at a later time Moderate problems can usually wait until the more important problems are cleaned up	All
P5 – Waiting / No priority	Waiting / No Priority Not in scope of Support Not significant enough to prioritise	All