Severity 1 - Critical: Issues relating to the Service that are currently impacting the overall Service in a material way and require immediate attention.
Examples:

• No ads are being served to any user’s browser.
• Users cannot access the UX interface.

Severity 2 - High: Issues relating to the Service that are not critical, but need to be addressed before impact expands.
Examples:

• A majority of adserving is down [not due to incorrect targeting or unavailable flights].
• Severe ad serving latency across multiple sites.
• Severe latency while navigating the UX interface [>5 seconds]. This does not include data being returned from report requests.

Severity 3 - Low: General inquiries or requests regarding the Service that do not have operational impacts.
Examples:

• A flight is not serving properly.
• A creative is not displaying correctly in the user’s browser.
• The ad call on the page is not properly targeted.
• A report is not running [i.e., it will not return results to the user’s machine].
• Moderate adserving latency across all sites.
• A creative format is not functioning properly or is preventing the site page from rendering.
• The site ad call is incorrectly placed on the page preventing the site page from rendering after requesting an ad from SAS Intelligent Advertising for Publishers.
• Discrepancies.

Severity 4 - Enhancement: Requests for product enhancements. These are reviewed by product management and scheduled for a future build if approved.
Examples:

• Request for an additional operational report.
• UX navigation alterations or changes to page displays.

Operating System and Release Information