> For the complete documentation index, see [llms.txt](https://virtualcontact.gitbook.io/docs/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://virtualcontact.gitbook.io/docs/troubleshooting-and-support/severity-levels.md).

# Severity Levels

Virtual Contact classifies support requests by severity to prioritise response:

* Critical (S1) — the platform is completely unavailable or a core function is broken for all users. No workaround available.
* High (S2) — a significant feature is impaired or unavailable, affecting multiple users. A partial workaround may exist.
* Medium (S3) — a feature is degraded or behaving unexpectedly, but a workaround exists. Single user or limited impact.
* Low (S4) — a minor issue, cosmetic problem or general question. No impact on operations.

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