Severity Definitions

  • Severity 1
    • Production server or other mission critical system(s) are down and no workaround is immediately available
      • All or a substantial portion of your mission critical data is at a significant of loss or corruption.
      • The impact on the business is critical and immediate.
      • You have had a substantial loss of service.
      • Your business operations have been severely disrupted.
    • Severity 1 support requires you to have dedicated resources available to work on the issue on an ongoing basis during your contractual hours.
  • Severity 2
    • Major functionality is severely impaired.
    • Operations can continue in a restricted fashion, although long term productivity might be adversely affected
    • Ongoing and incremental installations are affected.
    • A temporary workaround is available.
  • Severity 3
    • Partial, non-critical loss of function of the software.
    • Impaired operations of some components, but allows the user to continue using the software.
    • Initial installation milestones are at minimal risk.
    • There is an accepted workaround.
  • Severity 4
    • General usage questions.
    • Documentation errors.