Ticket Severity

Sev1. Tanium Server or product is non-functional or impacting business operations. 

Example(s): Tanium Server service is offline and will not start. Tanium component is consuming too much server or network resources and is hindering the use of the network or other machines on the network.

Sev2. Tanium Server or product is non-functional for some use cases but is not impacting business operations.

Example(s): Patches are not being installed. Indicator of Compromise searches are not completing.

Sev3. Tanium Server or product is functioning but not operating at an optimal level.

Example(s): Question results are taking significantly longer to respond than previously experienced.

Sev4. Tanium Server or product is functioning, but you have questions regarding content or features you are currently using and having difficulties with or unexpected results.

Example(s): You are working with a Dashboard and need assistance understanding how to use Merge or Drill Down options to expand the results of the questions you are asking.

Sev5. Tanium Server or product is functioning properly, and you have questions on how to use the product or content.

Example(s): You have general questions, training questions, or want to know how to build a Sensor or Package.

 

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