---
title: "Shell Support SLA & Priority"
slug: "shell-support-sla-priority"
updated: 2026-10-27T23:11:28Z
published: 2026-10-27T23:11:28Z
canonical: "ims-handbook.cenosco.com/shell-support-sla-priority"
---

> ## Documentation Index
> Fetch the complete documentation index at: https://ims-handbook.cenosco.com/llms.txt
> Use this file to discover all available pages before exploring further.

# Shell Support SLA & Priority

Support Triage

Incoming tickets will be accessed within our triage which may result in an adjustment of the priority.

## SLA

| Severity | Priority | Shell |
| --- | --- | --- |
| Priority 1 | Show-stopper | 1 Business Day |
| Priority 2 | Critical | 3 Business Days |
| Priority 3 | Major | 30 Business Days |
| Priority 4 | Normal | 60 Business Days |

## Priority Selection Matrix

|  | **One USER impacted** | **Multiple USERS within a discipline within one asset impacted** | **Majority of USERS at one asset impacted** | **Multiple USERS or multiple disciplines across assets are impacted** |
| --- | --- | --- | --- | --- |
| **Low impact on business** | P4 | P4 | P4 | P3 |
| **Medium impact on business** | P3 | P2 | P2 | P2 |
| **High impact on the business, or direct impact on safety or the environment** | P2 | P2 | P1 | P1 |

## Priority Description

| Severity | Priority | Description |
| --- | --- | --- |
| Priority 1 | Show-stopper | Showstopper INCIDENT. Example: Infra failure / Showstopper bugs. All USERS are unable to use the SOFTWARE or direct impact on safety or environment. |
| Priority 2 | Critical | Critical INCIDENT. One or more essential functionalities of the SOFTWARE cannot be used at all, impacting the ability of the business to execute work for a larger group of USERS. Although USERS are still able to use the SOFTWARE, use thereof is severely restricted by the INCIDENT. No workaround is available. |
| Priority 3 | Major | Major INCIDENT. Although USERS are able to use the SOFTWARE, the available functionalities are restricted. This restriction does not seriously or drastically affect the operation of the SOFTWARE. USERS can use the SOFTWARE but may have to use workarounds to access the full functionality of the SOFTWARE. |
| Priority 4 | Normal | Normal INCIDENT. USER can use the system but experiences some nuisances or defects or a workaround is available. USER questions. Any issue regarding the SOFTWARE where Customer or a USER has queries or needs advice. |