A core tenet of our mission is to deliver the most value possible to you by balancing our efforts across:

developing new products,
building new features,
ensuring high levels of stability,
and fixing our most impactful known issues.

We are committed to providing you with a full suite of engagement products with robust feature sets that are stable and free from significant issues. In an effort to be as transparent as possible, this article details how the teams at Higher Logic classify known product issues.

We assign product issues in one of four following categories based on impact and severity:

Critical
Major
Moderate
Minor

Each issue severity is described in the table below, along with its associated target resolution time.

NOTE: Click the links to the right to view examples of issues belonging to each severity.

Severity	Description	Target Resolution
Critical	A system-wide issue impacting multiple Higher Logic customers: One of our products is either fully offline or experiencing a severe performance degradation. A substantial and core product function is unavailable. Security or compliance related issues with no workaround available.	Within 24 hours We respond to these events as soon as we become aware, either through monitoring or support, and work until resolution.
Major	Loss of functionality where we cannot offer a workaround or the workaround is difficult to use at scale.	Within 17 days
Moderate	Loss or partial loss of functionality. There may or may not be a workaround available.	No immediate target timeline. We regularly review and prioritize this level of issue against releasing new products, developing new features, and other product issues.
Minor	This severity level includes four types of issues: Loss of functionality where a viable workaround is present. Loss of minor functionality. A cosmetic problem such as misalignment or misspelling but main functionality is intact. An issue in functionality for a limited and highly-specific use case.	No target timeline; may not be prioritized for resolution due to a viable workaround or limited scope of impact. These issues are prioritized against new products, features, and other higher severity issues.

Critical examples

One of our sites is unavailable and cannot be used/accessed
Severe and persistent performance degradation
Communications links in mail are not working for multiple customers
Multiple customers cannot make changes to their CMS

Major examples

Higher Logic Thrive Marketing products:

Login token system-generated emails not going out for multiple end users
Cannot upload recipient list
Inability to deploy a campaign(s)
Inability to edit email templates
Cannot schedule/cancel email messages

Higher Logic Thrive Community (Thrive Community):

Issues impacting core functionality such as discussions, library file uploads, core search, or SSRS reports
Home page has been deleted and needs to be restored
SSO issue; unable to login for multiple end users
Client-caused integration issue or data loss down

Moderate examples

Higher Logic Thrive Marketing products:

Unable to toggle between child and parent account
Receive MD2 Reviewer 403 error when going into review via email to recipient

Thrive Community:

Libraries set for "Add or Edit Content": HLAdmin are able to be modified by regular Members
Sending Sample Digest from Digest Template page in admin results in an Unexpected error and digest sample is not sent
Option to disable download for video files not working

Minor examples