Impact and Urgency

Category	Definition
A department	Cases that impacts processes within BeED's Ecosystem
A service	Cases that impacts a service/module
A person	Isolated cases that only impacts one person

Category	Definition	Type of Cases
Critical	Ecosystem threatening issue that requires immediate attention.	Legal Copyright Issues Data Leaks/Breaches Organization Threatening Detrimental to brand/business
High	Processes bugs and disruption to essential services provided by BeED.	Module not working Cloud Storage Not Connecting Library not showing LEs Organisation members unable to login Organisation login link not connecting App Error Multiple Users Paid content not displaying
Medium	Impacting single user or single function of little severity to business processes or services.	Same Page Error Multiple Users Function not working Save function not working Missing Institution Profile Missing Educator Profile Missing Learner Profile Missing Guardian Profile Admin unable to Create Profile Payment/Refunds
Low	Single user experience due to user error or easily self serviceable fixes. Feedback with low priority.	Credential/Login Issues Single Page Error for Single User General Inquiry Steps/Guide Download App Issue 404 or not responsive website Not responsive app Suggestion Personal Preference User feedback