This article provides a high level explanation of each priority level and other terms related to Appian Support cases.
Table of Contents:
P1 Priority
Unavailability of the primary production environment or end users unable to access the production environment.
P2 Priority
Significant production disruption including severe performance degradation, data loss/corruption, or failure of critical application functionality.
P3 Priority
Medium priority issues include minor production issues and unavailability of a non-production environment.
P4 Priority
Low priority issues such as license requests, changes to account, questions about functionalities/documentation clarification.
Non-Production Environment
All environments, excluding Production Environment and its associated DR, are considered non-production environments by Appian Support. The purpose of non-production sites can range from development, testing, load testing, user acceptance testing, etc.
On-call hours
6 PM ET Friday to 7 PM ET Sunday. Appian Advanced, Enterprise, Premier, and Premier Plus customers are entitled to 24x7 support for production issues (P1 and P2 cases only).
This means that these customers will be supported over the weekends and bank holidays by on-call engineers. Support is provided by Appian to restore production environments or critical/high priority issues. If the root cause of the problem cannot be quickly identified and corrected, a short term remediation or workaround would be pursued.
A root cause analysis (and identification of a long-term fix, if applicable) for P1 cases will continue during regular business hours when additional resources/subject matter experts are available.
Outage
Unavailability of the primary production environment to end users.
This article applies to all versions of Appian.
Last Reviewed: January 2024