One benefits of using the Latitude Customer Support Portal is that you can identify the priority of your requests when you new requests via the Submit a Request page. Following are a guidelines / tips regarding the assignment of Priority values:
· Sev 1 - All system features are globally unavailable
· Sev 2 - A major feature such as Add User or Virtual Classroom is not working OR if there is a very critical request
· Sev 3 - A minor defect that is not impacting business processes significantly
· Sev 4 - A question or non-business critical request
· Sev 5 - Not typically used but is available in cases where customers wish to log requests regarding environmental update, such as the customer portal's SSO will not be functional for a period of time.