Level of Severity Description of Severity Characteristics Premium Standard Basic
Priority 1 Critical issue occurring on production system preventing business operations. A large number of users are prevented from working with no procedural workaround.
  1. ConnectWise PSA is inaccessible for all users.
  2. A major function of service is not operational for all users.

Examples:

  • ConnectWise PSA application is inaccessible by all users
  • All outbound email is not functional
  • Remote Monitoring Two-Way Ticket Sync is not functional
  • Errors while installing ConnectWise PSA patches
  • Email Connector Down
 1 Hour 2 Hours 4 Hours
Priority 2 A major product feature is unusable or its functionality is severely limited resulting in time sensitive deliverables not being delivered or a high number of users that are unable to perform their normal functions and no workarounds are available.
  1. ConnectWise PSA is not operational for multiple users.
  2. A major function of service is not operational for multiple users.

Examples:

  • A major function of service is not operational for multiple users.
  • Calendar Sync is not functional
 4 Hours 8 Hours 24 Hours
Priority 3 Issue causing a partial or non-critical loss of functionality on production system. A small number of users are affected.
  1. ConnectWise PSA is not operational for a single user.
  2. A function is not operational for one or more users who are able to continue to use other application functions.

Examples:

  • Customer Portal is not functional
  • User is receiving an error
  • Workstation issues/performance
  • Accounting Package sync
 12 Hours 24 Hours 36 Hours
Priority 4 Issue occurring on non-production system or question, comment, feature request, documentation issue or other non-impacting issue.
  1. A user has questions about functionality.
  2. Feature enhancement requests.

Example:

  • How to questions (Agreements, Workflow, Invoicing, etc.)
  • Issues occurring on non-production environments
 24 Hours 36 Hours 72 Hours
Level of Severity Description of Severity Characteristics Premium Standard Basic
Priority 1 Critical issue occurring on production system preventing business operations. A large number of users are prevented from working with no procedural workaround.
  1. ConnectWise Automate is inaccessible for all users.
  2. A major function of service is not operational for all users.

Example:

  • ConnectWise Automate application is inaccessible by all users.
  • All ConnectWise Automate Agents are not checking in.
 1 Hour 2 Hours 4 Hours
Priority 2 A major product feature is unusable or its functionality is severely limited resulting in time sensitive deliverables not being delivered or a high number of users that are unable to perform their normal functions and no workarounds are available.
  1. ConnectWise Automate is not operational for multiple users.
  2. A major function of service is not operational for multiple users.

Examples:

  • A majority of Control Centers not launching/Users unable to log in.
  • A majority of agents not checking in to the server.
  • A majority of users are unable to view data on Computer Management Screen.
  • A majority of agents unable to process commands.
  • Unable to deploy new agents across the board - not due to max license.
  • Reports not working for Month End deliverables.
  • Missed patches causing business impact / serve compliance issues.
  • Agents are rebooting computers during business hours due to patching.
  • Tickets not syncing to PSA/Autotask.
  • Internal Monitors disabling themselves with no user interaction.
  • Searches not auto joining agents to groups.
  • All Supported Backup products Restore Failing / corrupt.
  • ScreenConnect Integration not Working(plugin integration, i.e. error with the plugin integration causing ScreenConnect not to work within Automate).
  • All Supported AV Products AV Server is down.
 4 Hours 8 Hours 24 Hours
Priority 3 Issue causing a partial or non-critical loss of functionality on production system. A small number of users are affected.
  1. ConnectWise Automate is not operational for a single user.
  2. A function is not operational for one or more users who are able to continue to use other application functions.

Examples:

  • A single user is unable to log into the Control Center.
  • A single user is unable to view a report.
 12 Hours 24 Hours 36 Hours
Priority 4 Issue occurring on non-production system or question, comment, feature request, documentation issue or other non-impacting issue.
  1. A user has questions about functionality.
  2. Feature enhancement requests.

Examples:

  • A user is unable to install an update to non-production server.
  • A user asking if a specific version of Windows is support.
  • A user requesting to add new themes to the Control Center.
 24 Hours 36 Hours 72 Hours
Level of Severity Description of Severity Characteristics Premium Standard Basic
Priority 1 Critical issue occurring on production system preventing business operations. A large number of users are prevented from working with no procedural workaround.
  1. ConnectWise CPQ is inaccessible for all users.
  2. A major function of service is not operational for all users.

Example:

  • ConnectWise CPQ application is inaccessible by all users
  • Users are unable to convert any quotes to an opportunity
  • All Users are unable to upload to Order Porter
 1 Hour 2 Hours 4 Hours
Priority 2 A major product feature is unusable or its functionality is severely limited resulting in time sensitive deliverables not being delivered or a high number of users that are unable to perform their normal functions and no workarounds are available.
  1. ConnectWise CPQ is not operational for multiple users.
  2. A major function of service is not operational for multiple users.

Example:

  • Some users are unable to upload to Order Porter
 4 Hours 8 Hours 24 Hours
Priority 3 Issue causing a partial or non-critical loss of functionality on production system. A small number of users are affected.
  1. ConnectWise CPQ is not operational for a single user.
  2. A function is not operational for one or more users who are able to continue to use other application functions.

Examples:

  • A ConnectWise CPQ user is receiving an error
  • Workstation issues/Performance
 12 Hours 24 Hours 36 Hours
Priority 4 Issue occurring on non-production system or question, comment, feature request, documentation issue or other non-impacting issue.
  1. A user has questions about functionality.
  2. Feature enhancement requests.

Example:

  • A user is requesting a new Quote Form Theme
 24 Hours 36 Hours 72 Hours
Level of Severity Description of Severity Characteristics Standard
Priority 1 Critical issue occurring on production system preventing business operations. A large number of users are prevented from working with no procedural workaround.
  1. ConnectWise ScreenConnect is inaccessible for all users.
  2. A major function of service is not operational for all users.

Examples:

  • ConnectWise ScreenConnect application is inaccessible by all users
  • ConnectWise ScreenConnect Services will not start
  • ConnectWise ScreenConnect client is not communicating with server
  • A global inability to perform a core/critical function within the application
  • Suspected Security breach or malicious/unintended behaviors to some partners
 2 Hours
Priority 2 A major product feature is unusable or its functionality is severely limited resulting in time sensitive deliverables not being delivered or a high number of users that are unable to perform their normal functions and no workarounds are available.
  1. ConnectWise ScreenConnect is not operational for multiple users.
  2. A major function of service is not operational for multiple users.

Examples:

  • A significant number of clients not communicating with the server.
  • Multiple user accounts not working as expected
  • Clients located outside of the server's network cannot connect
 8 Hours
Priority 3 Issue causing a partial or non-critical loss of functionality on production system. A small number of users are affected.
  1. ConnectWise ScreenConnect is not operational for a single user.
  2. A function is not operational for one or more users who are able to continue to use other application functions

Examples:

  • Limited/minor performance issues within a single session
  • Limited/minor feature function failure such as logos or themes not properly updating
  • Issues with a single endpoint/client
 24 Hours
Priority 4 Issue occurring on non-production system or question, comment, feature request, documentation issue or other non-impacting issue.
  1. A user has questions about functionality.
  2. Feature enhancement requests.

Example:

  • How to questions (Session groups, configure triggers, relay migrations, etc.)
  • Issues occurring on non-production environments
 36 Hours