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IT Services: Costs, Metrics, Benchmarking, and Marketing by Robert E. Matthews, Thomas R. DiPasquale, Anthony F. Tardugno

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Attachment B: Problem Severity Definitions

Description: Definitions:
All calls will be classified into the following severity levels:
  • Priority 1

  • Priority 2

  • Major

  • Ordinary

  • Requests

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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