@al3xicon about your defect by the way; I hope this may help. Usually, low defects like S3s may be bumped to a higher severity depending on the business use case. Probably you can emphasize or provide a reasonable scenario in relation to your business operations how the issue has a significant impact. I've worked with critical support escalations before in NetSuite - One gap I have learned over the years is on how the support rep relays his/her understanding about the severity of the issue. Prioritization of fixes have an internal point system that QA engineers are alerted to prioritize. Even if it's a system wide issue but internally no one has catched it or no NetSuite customer has reported it, then it won't be fixed right away. Sometimes it's system wide but only a few customers' reported the issue then it won't be fixed right away - This is were the support rep's understanding of the issue severity is very important because QA engineers highly depend on the information relayed to them regarding which issue to prioritize. There are some issues that are account specific but because of putting forth a well defined use case that justifies immediate resolution of the issue, a defect review team is assigned to go over the issue filed so special attention is given to expedite the fix. Classic example is the issue that @bednar mentioned. It was a system wide issue but the support reps didn't went deeper in understanding the impact not until a big customer reported it that raised alarm for management to prioritize the fix.