Understanding SatisFactory Support priority levels (SLA)

This level concerns requests of an aesthetic or comfort nature that do not obstruct your daily work.

Definition: The anomaly has a low impact on the use of the platform and can be corrected during a future update.

Impact: Slight inconvenience, without major functional impact.

Examples:

• Small typo in the interface
• Incorrect alignment of a button or an image
• Request for cosmetic improvement of the platform

This is the default level for most questions or minor incidents. The platform remains usable despite the problem.

Definition: The anomaly causes a minor malfunction which can be annoying but does not prevent the use of the platform.

Impact: Does not affect all users or concerns a minor feature of the platform.

Examples:

• Incorrect display of a non-critical element on the interface
• Unclear error message that does not prevent validating the action
• Problem on a rarely used feature

This level is reserved for problems that handicap your activity, but for which a temporary solution (workaround) exists.

Definition: The anomaly has a major impact on the use of the platform, but a workaround is possible.

Impact: Affects a significant share of users or concerns a major feature of the platform.

Examples:

• A key feature no longer works, but a temporary alternative exists
• Extremely long response time making use difficult (but not impossible)
• Error affecting an important module (data export, use of filters) of the platform

This level is a critical alert. It means that you are totally blocked.

Definition: The anomaly totally prevents the use of the platform or a critical feature. No workaround is possible.

Impact: Affects all users or concerns a function essential to the activity.

Examples:

• Server or site completely inaccessible (general breakdown)
• Loss or corruption of critical data
• Total impossibility to log in to the platform