What each severity level means
S1, S2, S3 or S4: how we classify the urgency of a case and what each level means in practice.
What is S1 - Total outage?
A critical service is completely down and there's no way to work: internet fully cut, management system unreachable for the whole operation, or complete loss of physical security (CCTV/access control). No workaround exists.
What is S2 - Severe degradation?
The service works but with a fault that seriously impacts operations: an intermittent connection dropping every few minutes, an entire area without WiFi while the rest works, or a critical system with heavily degraded performance.
What is S3 - Partial degradation?
There's a real problem, but a reasonable workaround exists: a specific access point fails but nearby coverage is available, or a secondary function of a system doesn't respond while the main one still does.
What is S4 - General inquiry?
No service is affected. These are questions, information requests, minor change requests, or billing inquiries.
Who sets the final severity?
The customer proposes a severity when opening the ticket, and the technical team confirms or adjusts it after assessing the case — for example, an issue that looks like S2 might turn out to be S1 if it affects more people than initially reported.
Where do I see the target response times by severity?
They're published on the SLA and support commitments page, linked from the support hub.
Still unresolved?
Write to hola@ditap.io or WhatsApp us at +39 345 243 5103, letting us know which steps from this guide you already tried.