All Incidents will be assigned a severity rating using industry standard definitions. The severity is assessed by Progress based on Customer-provided information.

Over the course of the investigation, severity may need to be changed. For example, if it is determined that the issue affects more users than initially estimated, the severity may be increased and more resources applied to finding a solution. Conversely, if it is determined that a work around is available, the severity may be lowered. The Progress support engineers working on the problem will be responsible for changing the severity level as appropriate.

The following table outlines how each severity rating is defined:

Severity Characteristics
1 (Critical) The LoadMaster, ECS Connection Manager, Connection Manager for ObjectScale, or Kemp 360 Product(s) is hard down and completely unable to service the users and no workaround is available
2 (Major) A large group of users are impacted and no workaround is available
3 (Escalated) The impact is on a small group of users or the impact on a large group of users but a workaround is available
4 (Normal) Setup, and non-production troubleshooting, Firmware Requests and General Questions. No immediate operational impact on users.