Attachment B: Problem Severity Definitions
Description: | Definitions: |
---|---|
All calls will be classified into the following severity levels:
Note 1: Priority 1 problems will be worked on a 24 × 7 basis until resolved. A customer contact must be assigned and be available on a 24 × 7 basis to assess alternative solutions and finalize problem resolution verification. Note 2: Priority 2 problems will be worked during regular local business hours by production support groups. |
Priority 1:
The ability to conduct business or service the customer has stopped. Examples: Server down, network down, database down, application down, concurrent mgrs. down. Priority 2: Service is seriously degraded but can continue ... |
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