Understanding the Four Levels of Severity When Submitting a Case to Deltek Support

Let's be real: dealing with system issues can be a major headache. But knowing how to categorize your problem when submitting a support case to Deltek can make all the difference in getting the help you need—fast. Choosing the right severity level ensures that Deltek can prioritize your case appropriately, saving you from unnecessary delays and frustrations.

So, let’s break down the four severity levels Deltek offers, what they mean, and how to make sure your issue gets the attention it deserves.

1. Mission Critical (Severity 1)

This is the "all hands on deck" level. If your system is completely down, producing incorrect data that could lead to major business blunders, or preventing you from working altogether—this is your category.

Examples of Mission Critical Issues:

• Your entire system crashes and won't let you log in.
• Financial calculations are way off, potentially leading to serious business risks.
• A major system failure with no workaround, grinding operations to a halt.

What Happens in Severity 1 Cases:

• Deltek immediately prioritizes Severity 1 cases as top priority.
• A dedicated Support Services Analyst will be assigned to your case full-time to ensure a rapid resolution.
• This level is used when there’s an imminent deadline or business-critical operations at risk, and there’s no reasonable workaround to mitigate the issue.

Why It’s Important: Mission-critical issues require swift action to minimize downtime and business disruption. This is why Deltek places the highest priority on these cases and dedicates full-time resources to resolving them.

2. Critical (Severity 2)

Think of this as the "high priority, but not a total meltdown" level. A major function isn't working properly, but you can still get some work done with a workaround.

Examples of Critical Issues:

• A key feature is glitching, but you’ve found a workaround to keep moving.
• A non-production system is acting up and causing delays.

What Happens in Severity 2 Cases:

• Deltek assigns a Support Services Analyst to tackle your issue during business hours.
• The case is treated with urgency, but since you have a workaround, it’s not as critical.
• The analyst works with you to identify the problem and find a long-term solution.

Why It’s Important: Your operations might not be at a full stop, but resolving these issues quickly is crucial to avoid further disruptions.

3. Elevated (Severity 3)

This level covers the "it's annoying but not a deal-breaker" kind of issues. Your system is working, but not as smoothly as you'd like.

Examples of Elevated Issues:

• A visual glitch that’s more of an eyesore than a real problem.
• A feature that’s sluggish but still functional.
• Formatting errors that don’t impact operations.

What Happens in Severity 3 Cases:

• A Support Services Analyst will take a look and work on a fix.
• These cases don't demand immediate attention but are still important.
• Issues may be escalated if they become more problematic.

Why It’s Important: Even small frustrations can add up. Getting them fixed ensures your system remains efficient and user-friendly. Deltek prioritizes resolving these issues promptly to maintain optimal system performance and user satisfaction.

4. General (Severity 4)

This is your "curious, but not in a rush" level. These cases are for general questions, feature requests, or minor bugs that don’t disrupt daily operations.

Examples of General Issues:

• You’re unsure how to use a specific feature and need clarification.
• A minor bug that’s annoying but doesn’t impact your workflow.
• Suggestions for future improvements.

What Happens in Severity 4 Cases:

• Support will get to these as part of their regular workflow.
• Since there’s no critical time constraint or major business impact, the response time may be longer than for higher-severity cases.
• Support staff will provide assistance based on normal procedures, and issues may be resolved in future product updates or patches.

Why It’s Important: Even small things matter—whether it's answering your questions or improving future system versions.

How to Choose the Right Severity Level

Picking the right severity level helps Deltek help you—quickly and efficiently. Here’s a cheat sheet:

• Severity 1: If your business is at a standstill—submit ASAP.
• Severity 2: Major impact, but you can still function.
• Severity 3: Moderate impact with workarounds.
• Severity 4: Minor impact or general questions.

By understanding and accurately selecting the severity level of your issue, you help Deltek respond faster and more effectively, ensuring minimal disruption to your business. Remember, the more specific and detailed you are when submitting your case, the quicker and more efficiently your issue will be addressed.

Need Help Deciding? We're Here for You!

Still unsure which severity level fits your issue? No worries! Reach out to your Full Sail Partners Account Manager, and they'll help you submit your case with confidence. We're here to make your Deltek experience as smooth as possible!