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Choosing a severity level

Select the severity level which best represents the urgency of your request

Severity Level details and more are described in the Hosting and Delivery Policy for your products.

Severity LevelBusiness & Technical Impact
1Critical - Business Impact
2High - Serious Business Impact
3Medium - Minor Business Impact
4Low - No Business Impact

Severity 1 – Loss of service

Your production use of the Oracle Cloud Application is stopped or so severely impacted that you can’t reasonably continue work. You experience a complete loss of service. The impacted operation is mission critical to the business and the situation is an emergency. A Severity 1 Service Request has one or more of the following characteristics:

  • Data corrupted
  • A critical documented function is not available
  • Service hangs indefinitely, causing unacceptable or indefinite delays for resources or response
  • Service crashes, and crashes repeatedly after restart attempts

Severity 2 – A severe loss of service

Important features of the Oracle Cloud Application are unavailable with no acceptable workaround; however, operations can continue in a restricted fashion.

Severity 3 – Minor loss of service

The impact is an inconvenience, which may require a workaround to restore functionality.

Severity 4 – No loss of service

You request information, enhancement, or documentation clarification regarding the Oracle Cloud Application, but there is no impact on the operation of such service. You experience no loss of service.

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