Section 14. Definitions of Severity Levels

• 14.1 Severity Level Overview
• 14.2 Severity 1 Issues
• 14.3 Severity 2 Issues
• 14.4 Severity 3 Issues
• 14.5 Severity 4 Issues

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14.1 Severity Level Overview

MySQL support engineers will endeavor to respond to issues according to their severity, as determined by MySQL in consultation with the customer. MySQL recognizes four severity levels.

Please note that critical or emergency support is not available via the Japanese support service. This means that any issue requiring emergency attention, typically Severity 1 & 2, should be raised via the English support service.

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14.2 Severity 1 Issues

A Severity 1 problem represents a catastrophic problem in the customer's production systems. Examples include a complete loss of service, production systems that are crashed, or a production system that hangs indefinitely. No workaround exists. The customer cannot continue essential operations.

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14.3 Severity 2 Issues

A Severity 2 problem represents a high-impact problem in the customer's production systems. Essential operations are seriously disrupted, but a workaround exists which allows for continued essential operations.

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14.4 Severity 3 Issues

A Severity 3 problem represents a lower impact problem on a production system that involves a partial or limited loss of non-critical functionality, or some other problem involving no loss in functionality. The customer can continue essential operations. Severity 3 problems also include all problems on non-production systems, such as test and development systems.

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14.5 Severity 4 Issues

A Severity 4 problem represents a general usage question. It also includes recommendations for requests for new products or features, and requests for enhancements or modifications. There is no impact on the quality, performance, or functionality of the product in a production system.

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