Support severity levels

Every ticket and vulnerability report is classified using the same four levels, so pick the one that matches honestly — it's what routes your report to the right priority, not a way to jump the queue.

• SEV-1 — Critical production/security outage. Authentication or the API is down in production, or there's an active security incident.
• SEV-2 — Major functionality impaired. A significant feature is broken or degraded, but there's a workaround or it isn't fully down.
• SEV-3 — Normal issue or workaround exists. Most day-to-day bugs and questions.
• SEV-4 — General question, documentation, or billing. Nothing time-sensitive.

Choosing a severity does not create a contractual response-time guarantee — no formal SLA is published today outside individually agreed Enterprise contracts (see Enterprise plans and how to reach us). It does determine how the ticket is triaged internally.

For an active SEV-1, see escalating a critical issue.