Priority Definitions

Low - Issues with a low priority are non-impacting issue with no time-sensitive aspect to them. Use this for general inquiry and research requests.


Examples include:

  • general questions on functionality
  • estimate requests for new features
  • new access requests for users

Medium - Issues with a medium priority are significant issues but with a reasonable business workaround and that do not have a time-sensitive aspect to them.


Examples include:

  • reporting issue affecting producers, 
  • multiple users have impaired (but some) ability to conduct business.
  • configuration issue,
  • document creation issue



High - Issues with a high priority are significant problems that have a time-sensitive aspect to them. One or more major business channels or multiple smaller business lines have impaired (but some) ability to conduct business.


Examples include:

  • multiple reports of errors during new business or payment transactions with no reasonable business workaround

  • multiple reports that policies will not renew properly (stuck),

  • commission issue,
  • billing issue,
  • unable to generate binding documents,
  • balancing or depositing issue.

Urgent - The system is down and business cannot be conducted. Major business channels are unable to conduct business with no reasonable workaround.


Examples include:

  • system-wide outage
  • an application is down for 50% of users
  • multiple users, agents cannot login
  • credit cards not processing as expected.