Priority Definitions

The following Definitions of Priority should be used when opening tickets on the support portal.  Seqera Labs will make reasonable efforts to adhere to the response and resolution times for issues within the scope of our solution and aligned to your Service Level Agreement. 

Priority 1 (Urgent)

An issue resulting in a total loss of functionality of the installed Nextflow and Tower Enterprise/Cloud software in a production environment, or of a significant proportion of the installed Nextflow and Tower Enterprise/Cloud software in a production environment, and where no practical workaround exists.  Does not include issues associated with installation of the Nextflow and Tower Enterprise/Cloud software or its use in a testing, staging, or other non-production environment.

Priority 2 (High)

An issue resulting in the loss of, or a significant performance degradation of, a major function of the installed Nextflow and Tower Enterprise/Cloud software in a production environment, and where no practical workaround exists.  Does not include issues associated with installation of the Nextflow and Tower Enterprise/Cloud software or its use in a testing, staging, or other non-production environment. 

Priority 3 (Medium)

An issue resulting in performance degradation, loss, or impairment of a minor function.  An issue that would be considered an Urgent Priority or High Priority issue if a practical workaround did not exists.  Issues regarding installation or in non-production environments that would be considered an Urgent Priority or High Priority issue if they occurred in a production environment.

Priority 4 (Low)

Any issue not defined as an Urgent, High, or Medium Priority issue including cosmetic defects, documentation errors, or information requests that have a limited impact.