KB-2290 Appian Support Glossary

pauline.delacruz — Wed, 12 Feb 2025 15:05:37 GMT

Current Revision posted to Appian Knowledge Base by pauline.delacruz on 2/12/2025 3:05:37 PM

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 Professional, Signature, 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.

Affected Versions

This article applies to all versions of Appian.

Last Reviewed: February 2025

Tags: administration, FAQ

KB-2290 Appian Support Glossary

pauline.delacruz — Wed, 31 Jan 2024 14:58:44 GMT

Revision 25 posted to Appian Knowledge Base by pauline.delacruz on 1/31/2024 2:58:44 PM

This article provides a high level explanation of each priority level and other terms related to Appian Support cases.

Table of Contents:

P1 Priority
P2 Priority
P3 Priority
P4 Priority
Non-Production Environment
On-call hours
Outage

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

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).

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.

Affected Versions

This article applies to all versions of Appian.

Last Reviewed: January 2024

Tags: administration, FAQ

[DRAFT SP-9433] KB-2290 Appian Support Glossary

pauline.delacruz — Wed, 31 Jan 2024 14:58:33 GMT

Revision 24 posted to Appian Knowledge Base by pauline.delacruz on 1/31/2024 2:58:33 PM

This article provides a high level explanation of each priority level and other terms related to Appian Support cases.

Table of Contents:

P1 Priority
P2 Priority
P3 Priority
P4 Priority
Non-Production Environment
On-call hours
Outage

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

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).

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.

Affected Versions

This article applies to all versions of Appian.

Last Reviewed: January 2024

Tags: administration, FAQ

[DRAFT SP-9433] KB-XXXX Appian Support Glossary

pauline.delacruz — Tue, 30 Jan 2024 22:20:06 GMT

Revision 23 posted to Appian Knowledge Base by pauline.delacruz on 1/30/2024 10:20:06 PM

This article provides a high level explanation of each priority level and other terms related to Appian Support cases.

Table of Contents:

P1 Priority
P2 Priority
P3 Priority
P4 Priority
Non-Production Environment
On-call hours
Outage

P1 Priority

Unavailability of your 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

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).

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 your primary production environment to end users.

Affected Versions

This article applies to all versions of Appian.

Last Reviewed: January 2024

Tags: FAQ

[DRAFT SP-9433] KB-XXXX Appian Support Glossary

pauline.delacruz — Tue, 30 Jan 2024 22:18:15 GMT

Revision 22 posted to Appian Knowledge Base by pauline.delacruz on 1/30/2024 10:18:15 PM

This article provides a high level explanation of each priority level and other terms related to Appian Support cases.

Table of Contents:

P1 Priority
P2 Priority
P3 Priority
P4 Priority
Non-Production Environment
On-call hours
Outage

P1 Priority

Unavailability of your 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).

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 your primary production environment to end users.

Affected Versions

This article applies to all versions of Appian.

Last Reviewed: January 2024

Tags: FAQ

[DRAFT SP-9433] KB-XXXX Appian Support Glossary

pauline.delacruz — Tue, 30 Jan 2024 22:16:52 GMT

Revision 21 posted to Appian Knowledge Base by pauline.delacruz on 1/30/2024 10:16:52 PM

This article provides a high level explanation of each priority level and other terms related to Appian Support cases.

Table of Contents:

P1 Priority
P2 Priority
P3 Priority
P4 Priority
Non-Production Environment
On-call hours
Outage

P1 Priority

Unavailability of your 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

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).

A root cause analysis (and identification of a long-term fix, if applicable) for P1’s will continue during regular business hours when additional resources/subject matter experts are available.

Outage

Unavailability of your primary production environment to end users.

Affected Versions

This article applies to all versions of Appian.

Last Reviewed: January 2024

Tags: FAQ

[DRAFT SP-9433] KB-XXXX Appian Support Glossary

pauline.delacruz — Tue, 30 Jan 2024 22:16:19 GMT

Revision 20 posted to Appian Knowledge Base by pauline.delacruz on 1/30/2024 10:16:19 PM

This article provides a high level explanation of each priority level and other terms related to Appian Support cases.

Table of Contents:

P1 Priority
P2 Priority
P3 Priority
P4 Priority
Non-Production Environment
On-call hours
Outage

P1 Priority

Unavailability of your 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

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’s will continue during regular business hours when additional resources/subject matter experts are available.

Outage

Unavailability of your primary production environment to end users.

Affected Versions

This article applies to all versions of Appian.

Last Reviewed: January 2024

Tags: FAQ

[DRAFT SP-9433] KB-XXXX Appian Support Glossary

pauline.delacruz — Tue, 30 Jan 2024 22:11:42 GMT

Revision 19 posted to Appian Knowledge Base by pauline.delacruz on 1/30/2024 10:11:42 PM

This article provides a high level explanation of each priority level and other terms related to Appian Support cases.

Table of Contents:

P1 Priority
P2 Priority
P3 Priority
P4 Priority
On-call hours
Outage
Non-Production Environment

P1 Priority

Unavailability of your 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

On-call hours

Outage

Unavailability of your primary production environment to end users.

Affected Versions

This article applies to all versions of Appian.

Last Reviewed: January 2024

Tags: FAQ

[DRAFT SP-9433] KB-XXXX Appian Support Glossary

pauline.delacruz — Tue, 30 Jan 2024 22:11:22 GMT

Revision 18 posted to Appian Knowledge Base by pauline.delacruz on 1/30/2024 10:11:22 PM

This article provides a high level explanation of each priority level and other terms related to Appian Support cases.

Table of Contents:

P1 Priority
P2 Priority
P3 Priority
P4 Priority
On-call hours
Outage
Non-Production Environment

P1 Priority

Unavailability of your 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

On-call hours

Outage

Unavailability of your primary production environment to end users.

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.

Affected Versions

This article applies to all versions of Appian.

Last Reviewed: January 2024

Tags: FAQ

[DRAFT SP-9433] KB-XXXX Appian Support Glossary

pauline.delacruz — Tue, 30 Jan 2024 22:10:29 GMT

Revision 17 posted to Appian Knowledge Base by pauline.delacruz on 1/30/2024 10:10:29 PM

This article provides a high level explanation of each priority level and other terms related to Appian Support cases.

Table of Contents:

P1 Priority
P2 Priority
P3 Priority
P4 Priority
On-call hours
Outage
Non-Production Environment

P1 Priority

Unavailability of your 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

On-call hours

Outage

Unavailability of your primary production environment to end users.

P2 Priority

Significant production disruption including severe performance degradation, data loss/corruption, or failure of critical application functionality.

Affected Versions

This article applies to all versions of Appian.

Last Reviewed: January 2024

Tags: FAQ

[DRAFT SP-9433] KB-XXXX Appian Support Glossary

pauline.delacruz — Tue, 30 Jan 2024 22:09:34 GMT

Revision 16 posted to Appian Knowledge Base by pauline.delacruz on 1/30/2024 10:09:34 PM

This article provides a high level explanation of each priority level and other terms related to Appian Support cases.

Table of Contents:

P1 Priority
P2 Priority
P3 Priority
P4 Priority
On-call hours
Outage
Non-Production Environment

P1 Priority

Unavailability of your 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

On-call hours

Outage

Unavailability of your primary production environment to end users

Affected Versions

This article applies to all versions of Appian.

Last Reviewed: January 2024

Tags: FAQ

[DRAFT SP-9433] KB-XXXX Appian Support Glossary

pauline.delacruz — Tue, 30 Jan 2024 22:07:12 GMT

Revision 15 posted to Appian Knowledge Base by pauline.delacruz on 1/30/2024 10:07:12 PM

This article provides a high level explanation of each priority level and other terms related to Appian Support cases.

Table of Contents:

P1 Priority
P2 Priority
P3 Priority
P4 Priority
On-call hours
Outage
Non-Production Environment

P1 Priority

Unavailability of your 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

On-call hours

Outage

Unavailability of your primary production environment to end users

Affected Versions

This article applies to all versions of Appian.

Last Reviewed: January 2024

Tags: FAQ

[DRAFT SP-9433] KB-XXXX Appian Support Glossary

pauline.delacruz — Tue, 30 Jan 2024 22:06:27 GMT

Revision 14 posted to Appian Knowledge Base by pauline.delacruz on 1/30/2024 10:06:27 PM

This article provides a high level explanation of each priority level and other terms related to Appian Support cases.

Table of Contents:

P1 Priority
P2 Priority
P3 Priority
P4 Priority
On-call hours
Outage
Non-Production Environment

P1 Priority

Unavailability of your 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

On-call hours

Outage

Unavailability of your primary production environment to end users

Affected Versions

This article applies to all versions of Appian.

Last Reviewed: January 2024

Tags: FAQ

[DRAFT SP-9433] KB-XXXX Appian Support Glossary

pauline.delacruz — Tue, 30 Jan 2024 22:06:08 GMT

Revision 13 posted to Appian Knowledge Base by pauline.delacruz on 1/30/2024 10:06:08 PM

This article provides a high level explanation of each priority level and other terms related to Appian Support cases.

Table of Contents:

P1 Priority
P2 Priority
P3 Priority
P4 Priority
On-call hours
Outage
Non-Production Environment

P1 Priority

Unavailability of your 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

On-call hours

Outage

Unavailability of your primary production environment to end users

P1 Priority

Unavailability of your primary production environment or end users unable to access the production environment.

Affected Versions

This article applies to all versions of Appian.

Last Reviewed: January 2024

Tags: FAQ

[DRAFT SP-9433] KB-XXXX Appian Support Glossary

pauline.delacruz — Tue, 30 Jan 2024 22:05:24 GMT

Revision 12 posted to Appian Knowledge Base by pauline.delacruz on 1/30/2024 10:05:24 PM

This article provides a high level explanation of each priority level and other terms related to Appian Support cases.

Table of Contents:

P1 Priority
P2 Priority
P3 Priority
P4 Priority
On-call hours
Outage
Non-Production Environment

P1 Priority

Unavailability of your 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

On-call hours

Outage

Unavailability of your primary production environment to end users

Affected Versions

This article applies to all versions of Appian.

Last Reviewed: January 2024

Tags: FAQ

[DRAFT SP-9433] KB-XXXX Appian Support Glossary

pauline.delacruz — Tue, 30 Jan 2024 22:04:54 GMT

Revision 11 posted to Appian Knowledge Base by pauline.delacruz on 1/30/2024 10:04:54 PM

This article provides a high level explanation of each priority level and other terms related to Appian Support cases.

Table of Contents:

P1 Priority
P2 Priority
P3 Priority
P4 Priority
On-call hours
Outage
Non-Production Environment

P1 Priority

Unavailability of your 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

On-call hours

Outage

Unavailability of your primary production environment to end users

Affected Versions

This article applies to all versions of Appian.

Last Reviewed: January 2024

Tags: FAQ

Appian Support Glossary

pauline.delacruz — Tue, 30 Jan 2024 22:03:49 GMT

Revision 10 posted to Appian Knowledge Base by pauline.delacruz on 1/30/2024 10:03:49 PM

This article provides a high level explanation of each priority level and other terms related to Appian support cases.

Table of Contents:

P1 Priority
P2 Priority
P3 Priority
P4 Priority
On-call hours
Outage
Non-Production Environment

P1 Priority

Unavailability of your 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

On-call hours

Outage

Unavailability of your primary production environment to end users

Affected Versions

This article applies to all versions of Appian.

Last Reviewed: January 2024

Tags: FAQ

Appian Support Glossary

pauline.delacruz — Tue, 30 Jan 2024 22:02:18 GMT

Revision 9 posted to Appian Knowledge Base by pauline.delacruz on 1/30/2024 10:02:18 PM

This article provides a high level explanation of each priority level and other terms related to Appian support cases.

Table of Contents:

P1 Priority
P2 Priority
P3 Priority
P4 Priority
On-call hours
Outage
Non-Production Environment

P1 - Unavailability of your primary production environment or end users unable to access the production environment.

P2 - Significant production disruption including severe performance degradation, data loss/corruption, or failure of critical application functionality.

P3 - Medium priority issues include minor production issues and unavailability of a non-production environment.

P4 - 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’s will continue during regular business hours when additional resources/subject matter experts are available.

Outage - Unavailability of your primary production environment to end users

Affected Versions

This article applies to all versions of Appian.

Last Reviewed: January 2024

Tags: FAQ

Appian Support Glossary

pauline.delacruz — Tue, 30 Jan 2024 22:01:35 GMT

Revision 8 posted to Appian Knowledge Base by pauline.delacruz on 1/30/2024 10:01:35 PM

This article provides a high level explanation of each priority level and other terms related to Appian support cases.

Table of Contents:

P1 Priority
P2 Priority
P3 Priority
P4 Priority
On-call hours
Outage
Non-Production Environment

P1 - Unavailability of your primary production environment or end users unable to access the production environment.

P2 - Significant production disruption including severe performance degradation, data loss/corruption, or failure of critical application functionality.

P3 - Medium priority issues include minor production issues and unavailability of a non-production environment.

P4 - Low priority issues such as license requests, changes to account, questions about functionalities/documentation clarification.

Outage - Unavailability of your primary production environment to end users

Affected Versions

This article applies to all versions of Appian.

Last Reviewed: January 2024

Tags: FAQ

Appian Support Glossary

Kritesh Arora — Mon, 29 Jan 2024 19:14:12 GMT

Revision 7 posted to Appian Knowledge Base by Kritesh Arora on 1/29/2024 7:14:12 PM

This article provides a high level explanation of each priority level and other terms related to Appian support cases.

Non-Production Environment

P1 - Unavailability of your primary production environment or end users unable to access the production environment.

P2 - Significant production disruption including severe performance degradation, data loss/corruption, or failure of critical application functionality.

P3 - Medium priority issues include minor production issues and unavailability of a non-production environment.

P4 - Low priority issues such as license requests, changes to account, questions about functionalities/documentation clarification.

Outage - Unavailability of your primary production environment to end users

Tags: FAQ

Appian Support Glossary

Kritesh Arora — Mon, 29 Jan 2024 19:13:31 GMT

Revision 6 posted to Appian Knowledge Base by Kritesh Arora on 1/29/2024 7:13:31 PM

This article provides a high level explanation of each priority level and other terms related to case priorities.

Non-Production Environment

P1 - Unavailability of your primary production environment or end users unable to access the production environment.

P2 - Significant production disruption including severe performance degradation, data loss/corruption, or failure of critical application functionality.

P3 - Medium priority issues include minor production issues and unavailability of a non-production environment.

P4 - Low priority issues such as license requests, changes to account, questions about functionalities/documentation clarification.

Outage - Unavailability of your primary production environment to end users

Tags: FAQ