2155391 - Incident Prioritization for SAP Work Zone (Digital Workplace Service) & SAP Jam

• SAP Jam Collaboration
• SAP Build Work Zone, Advanced Edition
• SAP SuccessFactors Work Zone

P1 "Very High" - Highest Business Impact

This is considered to be the highest Priority which depicts that your organization is going through an Immense Business impact. Following are few examples which can be considered under P1 Priority -

• The system is inaccessible to all users.
• Critical features not working. Like: Unable to access documents, critical Workspaces/Workpages not accessible
• Large scale issues with key features. Like: all UI Cards/Widgets failing to load
• Extreme Latency, >15 minute period, > 2.5x previous 3 business day average. 

Priority P2 “High”

This is considered to be second highest Priority which depicts that your organization is going through a business impact however the business can still perform some of its tasks without any issues. Following are few examples which can be considered under P2 Priority

• Login does not work for multiple users, only some users can access system.
• Issues with some Workpages, UI Cards, Widgets, Workspaces
• Intermittent latency, >15 minute period, > 2 previous 3 business day average.
• Initial Onboarding/Setup process issues - Go-Live at risk

Priority P3 "Medium"

This is considered to be something in which the business impact is least however there is some functionality loss which is adding on to some issues for your organization. Following are few examples which can be considered under P3 Priority

• Administrator right issues.
• Initial Onboarding/Setup process issues 
• Non-business-critical feature defects
• How-to questions

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