Support Request Categories for SIMPHERA

Category	Description
S1 Major Service Availability & Privacy Issues	Security or privacy incident Service unreachable and monitoring indicates service is down Entire service not functional Multiple users affected No workaround known
S2 General Service Availability Issues	Core functionality of individual or single SIMPHERA apps not available Incorrect data, data loss and false positive or non-deterministic test results of tests that were already working in the past Multiple users affected No workaround known
A1 High Priority/Urgent Functional Issues	Partial functionalities of individual SIMPHERA apps do not work Individual users affected No work blocker Problems during commissioning of new projects If applicable: Monitoring indicates service is up
A2 Handling Questions, Suggestions, Minor Issues, Annoyances	Suggestions, questions, minor issues, annoyances Workaround possible No work blocker