> Source: [sk31562](https://support.checkpoint.com/results/sk/sk31562)

# sk31562 - How can I determine the severity of my Service Request?

| Property | Value |
|----------|-------|
| Solution ID | sk31562 |
| Date Created | 2006-03-07 |
| Last Modified | 2006-12-03 |
| Technical Level | General |
| Products | Other |
| Versions | Not Version-Specific |

## Solution

Here are the four types of SR's (Service Requests) severities. By reviewing these request, you can determine which one of those best describes your case.  

* Severity = Critical  

  An error isolated to software that renders product inoperative or causes a critical product failure; e.g., major system impact, system down. An emergency condition that significantly restricts the use of the licensed product to perform necessary business functions.

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* Severity = High  

  An error isolated to software that substantially degrades the performance of the product or materially restricts business; e.g., moderate system impact, system hanging.

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* Severity = Medium  

  An error isolated to software that causes only a minor impact on the use of the product; e.g., minor system impact, performance/operational impact. The Error can cause some functional restrictions but it does not have a critical or severe impact on operations.

<br />

* Severity = Low  

  A reported anomaly in the licensed product which does not substantially restrict the use of one or more features of the licensed product to perform necessary business functions. This is a minor problem and is not significant to operation.

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# Agent Instructions

This content is from the Check Point Support Center (https://support.checkpoint.com), the official knowledge base for Check Point cybersecurity products.

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