The Severity on a support ticket is selected by the Consultants on the Product Support case or Tenant Management case to identify the urgency of the issue. Customer Care cases default to Severity 5. Severity 1 is our highest severity, while Severity 5 is our lowest severity. 

Update case severity

Once the case is selected, the Severity can only be changed by Workday Support. For a severity level 1 or 2 case, you're required to remain accessible during the case.

• If you would like the Severity to be lowered, enter a case comment requesting for the change. 
• If you would like the Severity to be increased, press the Escalate Case button and provide a business justification for the severity increase.
  Review the case severity definitions below, which varies based on the environment type of your affected tenant.

Severity Levels

Severity 1

• Severity Justification: Required.
• Production: The Service is unavailable or a Service issue prevents timely payroll processing, tax payments, entry into time tracking, financials closing (month-end, quarter-end, or year-end), payment of supply chain invoices or creation of purchase orders, processing of candidate applications, issues that prevent financial aid disbursements, admissions, and registration activity of students. No workaround exists. The customer shall remain accessible for troubleshooting from the time a Severity 1 issue is logged until it’s resolved.
• Sandbox: The Sandbox tenant is unavailable or there’s an issue with the Service that is replicated in Sandbox preventing timely payroll processing, tax payments, entry into time tracking, financials closing, payment of supply chain invoices or creation of purchase orders, processing of candidate applications, issues that prevent financial aid disbursements, admissions, and registration activity of students. No workaround exists. The customer shall remain accessible for troubleshooting from the time a Severity 1 issue is logged until it’s resolved.
• Sandbox Preview: The Sandbox Preview tenant is unavailable or the Workday Service contains an issue that is replicated in Sandbox Preview preventing the customer from executing one or more critical business processes with a significant impact and no workaround exists. The customer shall remain accessible for troubleshooting from the time a Severity 1 issue is logged until it is resolved.
• Implementation: The tenant is unavailable for all users. The customer/implementer must remain accessible for troubleshooting.
• Implementation Preview: The tenant is unavailable for all users. The customer/implementer must remain accessible for troubleshooting.
• Development: Unavailable for all users and only applicable to Workday Extend customers.

Severity 2

• Severity Justification: Required
• Production:  An issue with the Service that prevents the customer from completing one or more critical business processes with a significant impact. No workaround exists. The customer shall remain accessible for troubleshooting from the time a Severity 2 issue is logged until it’s resolved.
• Sandbox: An issue with the Service that prevents the customer from completing one or more critical business processes with a significant impact. No workaround exists. The customer shall remain accessible for troubleshooting from the time a Severity 2 issue is logged until it’s resolved.
• Sandbox Preview: An issue with the Service that prevents the customer from completing one or more critical business processes with a significant impact. No workaround exists. Major concern exists over the issue being promoted to Production whether in a Service Update or Feature Release. The customer Implementer must remain accessible for troubleshooting.
• Implementation: A critical implementation issue that prevents the customer from executing one or more business processes within two weeks of a major milestone or go-live. No reasonable workaround is available. The customer/Implementer must remain accessible by phone for troubleshooting.
• Implementation Preview: A Critical implementation issue that prevents the customer from executing one or more business processes within two weeks of a major milestone or go-live. No reasonable workaround is available. The customer/implementer must remain accessible by phone for troubleshooting.
• Development: Only applicable to Workday Extend customers. A critical implementation issue prevents you from executing 1 or more business processes within 2 weeks of a major milestone or go-live. No workaround exists.

Severity 3 

• Severity Justification: Optional
• Production: An issue with the Service that prevents the customer from completing one or more important business processes that impact the customer’s business operations. A workaround exists but is not optimal. The customer will respond to Workday requests for additional information and will implement recommended solutions in a timely manner.
• Sandbox: An issue with the Service that prevents the customer from completing one or more important business processes that impact the customer’s business operations. A workaround exists but is not optimal. The customer will respond to Workday requests for additional information and will implement recommended solutions in a timely manner.
• Sandbox Preview: An issue with the Service that prevents the customer from completing one or more important business processes that impact the customer’s business operations. A workaround exists but is not optimal. The customer will respond to Workday requests for additional information and will implement recommended solutions in a timely manner.
• Implementation: The Workday Service contains an issue that prevents the customer from executing one or more important business processes. A workaround exists but is not optimal.
• Implementation Preview: The Workday Service contains an issue that prevents the customer from executing one or more important business processes. A workaround exists but is not optimal.
• Development: Only applicable to Workday Extend. Workday contains an issue that prevents you from executing 1 or more important business processes. A workaround exists but isn't optimal.

Severity 4

• Severity Justification: Optional
• Production: An issue with the Service that delays the customer from completing one or more non-critical business processes that are not imperative to the customer's business operations. A workaround exists. The customer will respond to Workday requests for additional information and will implement recommended solutions in a timely manner.
• Sandbox: An issue with the Service that delays the customer from completing one or more non-critical business processes that are not imperative to the customer's business operations. A workaround exists. The customer will respond to Workday requests for additional information and will implement recommended solutions in a timely manner. 
• Sandbox Preview: An issue with the Service that delays the customer from completing one or more non-critical business processes that are not imperative to the customer's business operations. A workaround exists. The customer will respond to Workday requests for additional information and will implement recommended solutions in a timely manner. 
• Implementation: The Workday Service contains an issue that may disrupt important business processes where a workaround is available or functionality is not imperative to the customer's business operations.
• Implementation Preview: The Workday Service contains an issue that may disrupt important business processes where a workaround is available or functionality is not imperative to the customer's business operations. 
• Development: Only applicable to Workday Extend. The Workday Service contains an issue that may disrupt important business processes where a workaround is available or functionality isn't imperative to your business operations.

Severity 5

• Severity Justification: Optional
• Production: Non-system issues and requests such as Named Support Contact changes, SLA report, or general Service inquiries. Questions about product configuration and functionality should be addressed to Community. The customer will respond to Workday requests for additional information in a timely manner.
• Sandbox: Lower priority issues that are not time sensitive. Questions about configuration and functionality should be addressed to the customer Community, however if it is necessary to log a Product Support Case, questions should be logged as Severity 5.
• Sandbox Preview: Lower priority issues that are not time sensitive. Questions about configuration and functionality should be addressed to the customer Community, however if it is necessary to log a Product Support Case, questions should be logged as Severity 5.
• Implementation: Lower priority issues that are not time sensitive. Questions about configuration and functionality should be addressed to the Community, however if it is necessary to log a Product Support Case, questions should be logged as Severity 5. 
• Implementation Preview: Lower priority issues that are not time sensitive. Questions about configuration and functionality should be addressed to the Community, however if it is necessary to log a Product Support Case, questions should be logged as Severity 5. 
• Development: Only applicable to Workday Extend. Lower priority issues that aren't time sensitive. You can address questions about configuration and functionality on the Workday Community, however if it's necessary to log a case with questions, you must log them as Severity 5.

Adaptive Planning standard support

As outlined in our SLA, Workday will provide the customer with 12-hour technical support Monday through Friday, from 6 am to 6 pm in the relevant core support region (excluding official public holidays). Core support regions are:  US (Pacific Time), UK (London), or Australia (Brisbane).