The impact section helps Adobe support identify and address the most critical issues with appropriate urgency.
Two factors influence how the case ranks in the support queue of issues:
- The consequence of the problem on a 1 - 4 scale, with one being the most consequential.
- P1 - Security breach events. Complete outage or inability to function. e.g., The service fails all transactions.
- P2 - Major interruption to functionality. e.g., Agreements appear to be sent, but no email is delivered to any party.
- P3 - Problems that need to be addressed but aren't preventing work. e.g., When I send an agreement, my recipient gets four emails.
- P4 - Cosmetic or low-impact issues. e.g., The footer image in my email template pushes the text body out of the center of the page alignment.
- P1 - Security breach events. Complete outage or inability to function. e.g., The service fails all transactions.
- The scope of the impact in terms of your user base.
- Large - All or most of your users are impacted
- Medium - One or two groups are impacted
- Small - One or two people are impacted
- Large - All or most of your users are impacted