Customer Severity Levels
When submitting a request for support there are four severity levels
exclusively available to SchedMD customers. Please note that the severity
levels assigned to a ticket must align with the following descriptions.
- Severity 1 — Major Impact
There is a continued system outage that affects a large number of end
users. The system is down or unusable due to Slurm problem(s) and no
procedural workaround exists.
- Severity 2 — High Impact
There is a high-impact problem that is causing sporadic outages or severe
system degradation. It is consistently encountered by end users with adverse
impact to end user interaction with the system.
- Severity 3 — Medium Impact
A medium-to-large impact problem that includes partial, non-critical loss
of system access or which impairs some operations on the system but allows the
end user to continue to function on the system with workarounds.
- Severity 4 — Minor Issues
A minor issue with limited or no loss in functionality within the customer
environment. This should be used for configuration questions or when working
with a test system. Severity 4 issues may also be used for recommendations for
future product enhancements or modifications.
Additional Severity Levels
- Severity 5 — Enhancements
A request for enhancement. Slurm is currently working as intended, but
there is a potential to improve behavior by adding or modifying functionality.
These requests will be evaluated for inclusion at some future date. Without
explicit development sponsorship there is no commitment by SchedMD to address
these.
- Severity C — Contributions
An external patch submission from the Slurm community. Please see
CONTRIBUTING.md
for further details on the patch submission process.
- Severity 6 — No support contract
This severity level is automatically set on submissions from non-SchedMD
customers, and will generally not receive attention from SchedMD
developers.
