Instana Ticket Priority Levels

When opening a Support request, please select the appropriate priority based on the definitions below:

Level

Description

Critical

The Instana application is down or there is a major malfunction, impacting the Instana application functionality for a majority of users. No workaround available.

High

Major loss of Instana application functionality or performance, impacting the application functionality for a high number of users. No workaround available.

Normal

Moderate loss of Instana application functionality or performance, impacting multiple users.

Low

Minor loss of Instana application functionality or product feature request, or informational requests.

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