1. Critical Use Critical for a broad production outage, suspected active security incident, or inability to complete a time-sensitive payroll or payment process with no safe workaround. Include tenant, time, scope, and business impact.
2. High Use High when a major business function is unavailable for a team or a legally significant deadline is at risk, but a partial workaround exists. State the deadline and workaround already attempted.
3. Normal and request Use Normal for an impaired or confusing workflow while operations can continue. Use a request for training, configuration guidance, documentation feedback, enhancement ideas, or non-urgent clarification.
4. Priority review Eprecus reviews priority against security risk, affected scope, business impact, deadline, and available workaround. Priority supports triage; it does not replace the customer's continuity, payroll, finance, or legal decision.