Incident Prioritization for Litmos LMSHow to select correct case Priority when submitting a new case to Litmos Technical SupportMay 1, 2024Knowledge
Article InformationTitleIncident Prioritization for Litmos LMSArticle Number000002028URL NameIncident-Prioritization-for-Litmos-LMSCategoryHow ToArticle Record TypeComponent CategoryProductComponent SubcategoryLegacy WordPress URLContentSummaryHelp SummaryHow to select correct case Priority when submitting a new case to Litmos Technical SupportSymptomThis KBA article outlines the principles used for determining the correct incident priority for Litmos LMS. In order to ensure healthy service levels for all of our customers, priority of incidents reported should be reported based on the business impact and nature of the issue or request. CauseBody Priority P1 “Very High” - Highest Business Impact The customer organization is going through a business down situation. An incident should be categorized with the priority of ''Very High'' if the problem has very serious consequences for normal business processes or IT processes related to core business processes. Urgent work cannot be performed. Following are few examples which will be considered under P1 Priority: Litmos instance is completely inaccessibleAll or most users unable to loginMajor application latency of approximately 30 to 60 secondsSSO outage impacting more than one function, I.e.: All users can’t log inCritical features cannot be accessed, or major functional loss exists with no workaroundContent cannot be launched *Customers will be required to provide detailed business impact and a 24/7 point of contact when creating an incident as Very High priority. Please be sure to provide as much detail as possible for support to understand the impact to your business (financial, legal, material, deadlines) if the situation is not resolved within XX hours. Priority P2 “High”This is the 2nd highest priority which depicts that the customer organization business activities are seriously impacted, however the business activities, or some of them, can still performed without any issues. An incident should be categorized with the priority ''High'' if normal business processes are seriously affected. Necessary tasks cannot be performed. The incident is to be processed as quickly as possible because a continuing malfunction can seriously disrupt the entire productive business flow. SSO failure for individual customer, I.e.: select group of users cannot log in for a customerSelect group of users facing issues to loginAPI entity is not working correctly and could be a blocking issue for the customer, I.e.: An integration is not loading users successfully *Customers will be required to provide detailed business impact when creating an incident as High priority. The business impact provided must be as detailed as possible for support to understand the impact (financial, legal, material, deadlines) if the situation is not resolved within XX hours.Priority P3 “Medium”There is functionality loss such as: Standard Service Requests, I.e.: data correction is needed for completion issueThere is a system issue however a workaround is in place, but the client is not comfortable with the workaroundIssue is affecting one or more modules, but not all The issue is impacting several groups/managers within the company, but not all Priority P4 ''Low''This will majorly apply to issues like: How to questionsCosmetic issues that do not affect users’ abilities to perform tasks Resolution' 'InformationOwnerTara RichardsValidation StatusNot ValidatedPublication StatusPublishedVisibilityArticle Total View Count4,877AdministrationCreated ByDM User, 10/8/2026, 5:26 AMAssigned ByCreated Date10/8/2026, 5:26 AMAssigned ToFirst Published Date11/29/2022, 8:45 PMLast Published Date5/1/2024, 6:45 PMLast Modified ByJason van Ravenswaay, 10/8/2026, 5:26 AMLast Modified Date10/8/2026, 5:26 AMArchive InformationArchived Date
