IDPH Ticket


Steps to Replicate:


Priority Levels. Issues will be categorized and handled according to an assigned severity level. The case severity level is selected by the User at time of case submission, and will be updated by IDPH as follows:

Severity Level


Response Time

Level 1 – Critical

Critical production issue affecting all Users, including system unavailability and data integrity issues with no workaround available.

1 Hour

Level 2 – Urgent

Major functionality is impacted or performance is significantly degraded. Issue is persistent and affects many Users and/or major functionality. No reasonable workaround is available. Also includes time-sensitive requests such as requests for feature activation or a data export.

4 Business Hours

Level 3 – High

System performance issue or bug affecting some but not all Users. Short-term workaround is available, but not scalable.

1 Business Day

Level 4 – Medium

Inquiry regarding a routine technical issue; information requested on application capabilities, navigation, installation or configuration; bug affecting a small number of users. Reasonable workaround available. Resolution required as soon as reasonably practicable.

2 Business Days