When work is received it is assigned to one of the 4 priority levels. Within each priority level work is assigned primarily on a first-in, first-out basis, subject to efficient coordination of work and availability of resources. As requests are received, they will be scheduled according to the following priorities:
Production system is down or is severely impacted.
Product can be used, but an important function is not available.
Product can be used, but some moderate impact or functional restrictions.
Minor non-significant problem, request for enhancement, or documentation issue.