SEVERITY 1 - OUTAGE
No automated tests can be run
The wait time for a Virtual Machine (VM) is greater than 30 seconds
The Sauce Labs web site is unavailable
The Sauce Labs REST API is unavailable
Manual testing is unavailable
All uploads to Sauce Storage are failing (for all customers)
A Sauce Labs problem that is completely blocking a customer from releasing a new version of their web site or mobile application. All of the following must be true:
A problem getting something to work for the first time cannot be Severity 1.
SEVERITY 2 - URGENT/HIGH
Urgent issue that does not qualify as Severity 1
Automated testing (for existing test suite) severely impacted
Significantly degraded performance for web site, manual testing
If you have a problem that is preventing you from meeting a deadline to get Sauce Labs up and running for the first time, you may classify it as a Severity 2, and we’ll do our best to resolve it quickly. However, Sauce Labs has some discretion to re-classify as Severity 3.
SEVERITY 3 - MEDIUM
Problems with initial setup of CI / test runner / tests (trying to get things to work for the first time)
Questions about Sauce Labs functionality
User account and billing requests
Most other problems:
Intermittent test failures
Tests are running more slowly than they used to
Higher failure rate on a particular platform
Customer's mobile app crashes during tests
Anything else that does not qualify as Severity 1, 2, or 4
SEVERITY 4 - LOW
Documentation issues
Minor bugs, including cosmetic bugs
Requests for assistance with Selenium, third party tools / frameworks (Sauce Labs does not officially provide support for this, but we will try to point you in the right direction)
