When you raise a ticket with Mambu, the severity level you select determines how your issue is prioritised and how quickly our teams respond. Choosing the right severity helps us prioritise the issue better and ensures it is handled with the urgency it requires.
This article explains each severity level to help you select the one that best matches your situation.
For more detailed information, please refer to your contract.
Severity Level Descriptions
Severity | Description |
P1 | The Mambu platform is unavailable or so severely impacted that the customer cannot reasonably continue to operate or continued operations without a resolution put the business at risk. |
P2 | Critical capabilities of the Mambu platform contain a bug that prevents the Customer from executing one or more critical business functions with a material impact to the customer's business and no workaround exists. |
P3 | Important capabilities of the Mambu platform contain a bug that prevents the Customer from executing one or more important business functions with an impact to the customer's business. A workaround exists but is not optimal. |
P4 | The Mambu platform contains a bug that may disrupt inessential business processes. A workaround is available or the capabilities are not imperative to the customer's business. |
P5 (Service Request) | Customer requests information or documentation clarification regarding the Services, but there is no impact on the operation of the Service. Customer should address question on Mambu Community. P5 support requests should be opened if inquiry contains sensitive information or data. |