Ticket Severity Options

Ticket Severity Options

TagoIO Support Severity Level Definition

In order for your ticket to be given the correct priority, it is important that you select the appropriate severity level.
TagoIO Support team recommends that you try to follow our definition when opening a ticket to avoid delays.
Our team reserves the right to correct any user misentered severity level.

Our support team uses the following definitions to classify issues:

Severity 1 - Critical Impact / Complete Outage

A problem that severely impacts your use of the application in a production environment. This indicates an inability to access your application or perform all critical functions. The situation halts your business operations and no procedural workaround exists.

Severity 2 - Significant Business Impact

A problem where the service is functioning but its use in the production environment is severely reduced by the issue. Due to this major feature or function being restricted in its use, and the lack of a procedural workaround, your business is being highly impacted.

Severity 3 - Minor Impact

A problem that involves only partial degradation of the system performance, and non-critical loss of use of the system. There is a mid-to-low impact on your business. Normally, issues about "How do I do something?" are severity 3 level.

Severity 4 - General Guidance

This is for general usage questions, requests for new features, or reporting errors in documentations. There is a low-to-no impact on your business or on the performance of your account. Any questions that are general in nature are a severity 4 level.

Notice that the response time is based on your current TagoIO plan and the Support plan associated with it. Learn more about Support Plan.


    • Related Articles

    • Devices

      Device is the link between your external things and the data in your account. To allow anything to send or receive data from TagoIO, you need to create a device. The communication between external devices and TagoIO is done via HTTP or MQTT methods ...
    • Refund Policy

      If you have forgotten to cancel your plan or have decided to cancel it, you may be eligible to receive a refund. TagoIO offers refunds in certain situations. In order to initiate the process, if you are entitled to the refund, follow the steps below: ...
    • Filtered Variables

      Filtered variables is a type of field in the Input Form widget. It enables you to select a single value from a list that can change dynamically based on the values of other fields. For this type of field to work, you need to link it to another field. ...
    • Creating Dynamic Dropdown selection using Forms

      Dynamic Dropdown allows users to create dynamic items selection on a dropdown list like the image below The items from a Dynamic Dropdown come from a variable, this means that you can change the values dynamically, developers can create any kind of ...
    • Tile Widget

      Tiles allow you to simplify how users interact with your dashboards by providing a more intuitive and beautiful set of options. Use Tile to display clickable images that will redirect user to another website, dashboard or tab.  Creating your own To ...