At ZEAK Labs, we use defined severity levels to help prioritise support tickets and respond appropriately based on the impact on your business. Below is a breakdown of each severity level and what it means for your support experience.
Low Severity
Description:
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Minor issues or cosmetic changes that do not significantly impact functionality
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No disruption to business operations
Examples:
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Design tweaks or text changes
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General inquiries about using the system
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Feature suggestions for future updates
Resolution Time:
Within 5 business days (regular support cycle)
Normal Severity
Description:
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Issues affecting a specific feature or module with a workaround available
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Limited impact on operations
Examples:
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Bug in a non-critical part of a website or app
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Small additions or changes to an existing feature
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Issues in AR/AI tools that don’t affect essential use
Resolution Time:
Typically within 1–3 business days
High Severity
Description:
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Issues disrupting important functionality or user experience
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Some impact to business processes, but not a total block
Examples:
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Slow performance
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Critical navigation or layout problems
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Features not functioning as expected
Resolution Time:
Requires resolution within a few hours
Critical / Blocking Severity
Description:
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Urgent and major issues that fully block access or essential functionality
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Prevents core tasks or halts operations
Examples:
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System downtime or unresponsive services
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Major bugs making functionality unusable
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Total failure of business-critical AR/AI tools
Resolution Time:
Immediate attention required, typically resolved within 1–2 hours
Submitting a Ticket
When submitting a ticket:
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Select the appropriate severity level based on how the issue affects your operations.
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Describe the issue clearly, including affected features and any error messages.
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Attach any supporting materials (e.g., screenshots, logs) to speed up diagnosis.
Contact us directly if you're unsure:
Email: support@zeaklabs.com
Phone: 0845 152 1045