Severity levels

Overview

Some request forms include the Severity field that allows you to indicate the level of impact caused by bugs or security issues. To ensure timely and effective resolution, our support team categorizes all incidents and requests based on their impact on your business operations. Selecting an incorrect severity level may delay resolution, as the request could be reassigned between teams. If you are unsure, please select Medium and ask your client manager to review and adjust the level after evaluation.

Support request severity levels

Critical severity

A complete halt or unavailability of key business processes. It becomes impossible to provide financial services to end customers, and no workaround is available.

Business impact:

• Immediate and complete halt of operational activities;

• Interruption of revenue flows across the platform;

• Potential legal sanctions, regulatory fines, or risk of license suspension;

• Severe reputational damage, negatively impacting customer and partner trust.

Priority assignment criteria:

An issue is classified as Critical if it meets one or more of the following conditions:

• The outage results in continuous, large-scale direct financial losses for the platform;

• A confirmed breach of regulatory requirements (compliance), or a suspected security breach with credible indicators (treated as Critical until investigation rules out risks);

• Confirmed exposure or compromise of sensitive data;

• No viable manual or automated workaround for a critical business function.

Common defect examples:

• Transactions & payments: Mass inability to process payments and transfers.

• Balances & accounting: Critical errors in debiting or crediting funds.

• Platform availability: Complete API unavailability (100% failure rate), or widespread inability for customers to log in or pass 2FA.

• Onboarding: Complete halt of new user registration and KYC/KYB verification processes.

Example scenarios:

• Http 500 errors on incoming webhooks: All inbound webhooks from a specific external integration fail. No new inbound transactions are recorded in the core ledger, transaction statuses are not updated, and end customers cannot view accurate balances. Core payment flows are effectively blocked.

• Transaction monitoring misconfiguration: Transactions are not screened by monitoring rules, and compliance events are not generated. This forces a fallback to manual checks, effectively disabling compliance monitoring at the platform level.

High severity

Significant service degradation. Core platform systems remain operational, but critical functionality is unavailable for a subset of users, or an important operational process is disrupted. A temporary workaround or alternative method may be available.

Common defect Examples:

• Payment gateways: Unavailability of a specific provider or payment method, while backup channels continue to operate or a workaround exists; incorrect display of user balances.

• Card issuance: Inability to issue new virtual or physical cards, while previously issued cards continue to function normally.

• Data synchronization: Widespread delays in webhook delivery, disrupting system automation.

• Reporting: Temporary unavailability of mandatory financial statements or report generation.

Example scenario:

Provider transaction import fails: Incoming and outgoing transactions for certain internal accounts are not imported from the provider. Reconciliation is incomplete, requiring operations teams to manually request statements. While the operational impact is significant, there is no full platform outage.

Medium severity 

Moderate impact on operational activities. Core platform functions operate normally (accounts are accessible and transactions are processed successfully), but there are defects that cause inconvenience when using the Admin Panel or client application. Simple workarounds are available.

Common defect examples:

• User Interface (UI): Errors in navigation components, filters, search, or data export within the platform dashboard.

• Performance: Noticeable slowdown when loading non-critical sections of the system or delays in displaying historical data.

• Notifications: Delays in sending non-critical email or push notifications to end users (provided that transactions themselves are completed successfully).

• Settings: Difficulties updating limits or profile settings via the UI, requiring manual intervention by the support team.

Example scenario:

Address field mapping error: The sender address from incoming payments is incorrectly forwarded to the external screening service as the receiver address. Core transaction processing continues to function, but one data field is mismapped, requiring compliance officers to manually review flagged transactions. No data loss or downtime occurs.

Low severity

Any other requests, inquiries, or minor issues that do not meet the criteria for Critical, High, or Medium severity. These items have little to no impact on your core business operations and day-to-day activities.