Support: Severity Level Definitions Severity Level Description Critical production issue affecting all users, including system unavailability and integrity issues. Level 1 - Critical No workaround available. Major functionality is impacted or significant degradation issues are being experienced. Issue Level 2 - Urgent is persistent and affects many users. No reasonable workaround available. System performance issue or bug is affecting many, but not all users. Short-term workaround Level 3 - High is available, but not scalable. Routine technical issue, information needed for application capabilities, navigation, installation, Level 4 - Medium or configuration. Bug affecting small number of users. Workaround available. Quick Tip: Critical level 1 cases can be submitted through the phone via Salesforce Global Support. You can find the phone number here.