{"article":{"id":23619274378135,"url":"https://plaid.zendesk.com/api/v2/help_center/en-us/articles/23619274378135.json","html_url":"https://support.plaid.com/hc/en-us/articles/23619274378135-What-is-an-Incident-Severity-Ticket","author_id":5390778350871,"comments_disabled":true,"draft":false,"promoted":false,"position":0,"vote_sum":0,"vote_count":0,"section_id":15991458358039,"created_at":"2024-05-20T20:50:30Z","updated_at":"2026-06-03T18:35:42Z","name":"What is an Incident Severity Ticket?","title":"What is an Incident Severity Ticket?","source_locale":"en-us","locale":"en-us","outdated":false,"outdated_locales":[],"edited_at":"2026-06-03T18:35:42Z","user_segment_id":null,"permission_group_id":1121774,"content_tag_ids":[],"label_names":[],"body":"<p><strong>This feature is available for customers with the following Support Package Plans:</strong></p>\n<p><strong>✔️ Basic | ✔️ Plus | ✔️ Premium</strong></p>\n<p>There are two kinds of support tickets that a Plaid customer may submit to signal an issue with Plaid's products or services:</p>\n<ol>\n<li>\n<strong>Incident Severity Tickets.</strong> These tickets signal that the customer's issue affects their ability to effectively use a Plaid product or service, conveying a significant level of impact or urgency.</li>\n<li>\n<strong>Non-Incident Severity Tickets.</strong> These tickets typically involve general inquiries, routine assistance requests, or product information requests that do not involve any critical, urgent, or severe issue or service disruption.</li>\n</ol>\n<h2>Severity Levels</h2>\n<p>Upon submission of a support ticket, a customer may assign a severity level to that ticket. The assigned severity level indicates whether the relevant support ticket is an Incident Severity Ticket or Non-Incident Severity Ticket. This way, by assigning a severity level to a support ticket, a customer can help Plaid's support team prioritize and respond to the customer's issues promptly and effectively.</p>\n<p>Upon intake of each support ticket, Plaid will assess whether the ticket's assigned severity level is accurate, and where appropriate, correct it.</p>\n<p>Response Time varies based on the level of Platform Support Package purchased by the customer; see <a href=\"https://support.plaid.com/hc/en-us/articles/19076011876119\">How do I get help from Plaid?</a> for more detail.</p>\n<table>\n<thead>\n<tr>\n<th>Severity Level</th>\n<th>Definition</th>\n</tr>\n</thead>\n<tbody>\n<tr>\n<td>Incident Severity 1</td>\n<td>Plaid's API is down, less than 90% success</td>\n</tr>\n<tr>\n<td>Incident Severity 2</td>\n<td>Most institutions are down, 85% or less success, for an extended period of time</td>\n</tr>\n<tr>\n<td>Incident Severity 3</td>\n<td>Most institutions are experiencing limited success, between 85% and 90% success over an extended period of time</td>\n</tr>\n<tr>\n<td>Non-Incident Severity</td>\n<td>All other applicable Services errors</td>\n</tr>\n</tbody>\n</table>","user_segment_ids":[]}}