Page Comparison

Severity 

Definition 

Criteria

Level 1 - Critical 

Critical production issue affecting all users, including system unavailability and data integrity issues with no workaround available.

Functions

• Software errors that prevents the functionality of ADvendio

Data

• Major discrepancies in the data within ADvendio

• Data is unusable, corrupt or no longer available in the system. The analyses in the system cannot be used as regards content

Back End

• Major discrepancies in data or functions within ADvendio, which are transported through interfaces from connected systems (AdServer, ADvendio). The discrepancies are caused by errors in the interfaces or distorted by functions of ADvendio.

Severity 

Definition 

Criteria

Level 2 - Urgent 

Major functionality is impacted or significant performance degradation is experienced. Issue is persistent and affects many users and/or major functionality. No reasonable workaround is available. 

Function

• Non-critical system functions have failed and are noticeable to the user.

Data

• Some discrepancies in the data within ADvendio

• Increase in unusable or corrupt data and data no longer available in the system or the accuracy of the analyses available in the system is partially affected.

Back End

• Some discrepancies in data and functions within ADvendio, which are transported through interfaces from connected systems (AdServer, ADvendio). The discrepancies are caused by errors in the interfaces or distorted by functions of ADvendio.

Severity 

Definition 

Criteria

Level 3 - High

System performance issue or bug affecting some but not all users. Short-term workaround is available, but not scalable.

Function

• Non-critical system functions have failed and are noticeable to the user.

Data

• Some discrepancies in the data within ADvendio.

• Increase in unusable or corrupt data and data no longer available in the system or the accuracy of the analyses available in the system is partially affected

Back End

• Some discrepancies in data or functions within ADvendio, which are transported through interfaces from connected systems (AdServer, ADvendio). The discrepancies are caused by errors in the interfaces or distorted by the add-ons installed by ADvendio.

Severity 

Definition 

Criteria

Level 4 - Medium

Inquiry regarding:

• a routine technical issue

• information requested on application capabilities

• navigation

• installation or configuration

• bug affecting a small number of users

Reasonable workaround available. Resolution required as soon as reasonably practicable.

Function:

• Marginal errors in the software that do not impair the functionality of ADvendio and/or add-ons.

Data

• Slight increase in discrepancies in the data within ADvendio.

• Data are unusable to a minor degree and do not hinder the daily processes of the user or the accuracy of the analyses available in the system.

Back End

• Minor discrepancies, erroneous or unavailable data/functions which do not affect employees or analyses

Reason

Definition 

Bug

An anomaly, unexpected or irregular behavior or errors.

Question about handling 

Any doubts or questions about the product, questions on the documentation, responding to questions on new ADvendio functions, support if documentation is not (yet) available, support for incomprehensible functions. 

Customization / development request 

If the customer has a requirement for a customization unique to their business needs.

Feature request 

If there is a feature which could benefit the product as a whole.