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feat(account): support ticket severity #5352

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feat(account): support ticket severity
jsudraud Jul 29, 2025
a98573b
Update pages/account/how-to/open-a-support-ticket.mdx
jsudraud Jul 31, 2025
354226a
Update pages/account/how-to/open-a-support-ticket.mdx
jsudraud Jul 31, 2025
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16 changes: 8 additions & 8 deletions pages/account/how-to/open-a-support-ticket.mdx
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Expand Up @@ -3,7 +3,7 @@ title: How to open and write a support ticket
description: Learn how to open and write an effective support ticket
tags: support help ticket support-ticket assistance
dates:
validation: 2025-07-22
validation: 2025-07-29
posted: 2021-06-22
---
import Requirements from '@macros/iam/requirements.mdx'
Expand All @@ -27,13 +27,13 @@ Scaleway provides 24/7 basic technical support by ticket for free. You can conta

- **Severity**: select the severity level based on the impact of the issue (see table below).


| **Severity** | **Description** | **Examples** |
|--------------|---------------------------------------------------------------------------|--------------------------------------------------------|
| **Low** | Non-urgent issues with minimal impact on your operations. | General questions about product configuration. |
| **Medium** | Issues that affect your operations but have workarounds available. | Instance is slower than expected but still accessible. |
| **High** | Critical issues that block your operations, with no available workaround. | API calls consistently fail with errors. |

| **Severity** | **Description** | **Example** |
|--------------|------------------------------|-----------------------------------------------------------------------------------------|
| **P1** | Service down | Your infrastructure is not working in production, and no workaround is available. |
| **P2** | Partial service outage | Your infrastructure is partly functional but facing critical errors with no workaround. |
| **P3** | Severely degraded service | The service is slow or highly degraded, but a temporary workaround is possible. |
| **P4** | Minor incidents | The service is running with minor issues that don't impact your activity. |
| **P5** | General question or request | You have a question or need information, but there's no technical issue. |

## Writing an effective subject and description

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