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.
The ability to conduct business or service the customer has stopped.
Examples: Server down, network down, database down, application down, concurrent mgrs. down.
Service is seriously degraded but can continue ...