How to set priority of a Support request?

When submitting a Support request, it's important to explain the severity of the issue so that the Hive Support team can work efficiently with you to resolve the case. The request severity must be set by the reporter at the submission of the ticket. Hive Support will also re-evaluate the severity and set ticket priority according to your active SLA.

Below follows guidelines for ticket severity:

Severity	Description	Prioritization*
Emergency	An Emergency incident indicates a critical wide spread security error or error cases where a major part of the end user’s devices becomes unusable due to installed Hive Client Software.	Urgent
High	The presence of a High Severity incident implies the service(s) cannot be substantially used, or have a major negative impact on the total operation, functionality, or reliability of systems with regards to Customer.	High
Medium	A Medium Severity incident seriously affects the functionality of Hive Services, but can be circumvented so that Hive Services can be used. Cases include when: A program or function in the Hive Services cannot be used although other programs or functions remain unaffected Hive Services as a whole is functional but a certain subset are somewhat disabled, give incorrect results or do not conform to the documentation or any agreed standards.	Normal
Low	A Low Severity incident has no significant effect on the functionality of Service or the usability of the documentation.	Low

*Prioritization may be differ from severity but is typically on same level