Ticket Priorities

Priority Level

Description

Urgent (P1)

Business outage with revenue impact. Examples:

• Unable to access the Command Center.

• All users unable to access any sites protected by Banyan.

• Security breach.

• Data loss or corruption.

High (P2)

Business impact without total outage. No workaround available. Examples:

• Unable to access business-critical sites protected by an Access Tier that were previously working.

• Issues affecting Trust Scoring or policy enforcement.

• Integrations with external tools (IdP, MDM, SIEM, etc).

Medium (P3)

Minor or non-critical impact. Examples:

• Configuration issues and questions.

• Installation troubleshooting.

• Issues affecting a single user, e.g. installation on a desktop.

Low (P4)

General questions and feature requests.