Production application down or major malfunction resulting in a product inoperative condition. Users are unable to reasonably perform their normal functions. The specific functionality is mission-critical to the business and the situation is considered an emergency. Support Effort Requires maximum effort from Approved Systems and Customer, until an emergency fix is developed or workaround is available. Critical situations may require… Read More »Severity 1
Critical loss of application/service functionality or performance resulting in a high number of users unable to perform their normal functions. Major feature/product failure; inconvenient workaround or no workaround exists. The program/service is usable but severely limited. Support Effort Requires intensive support effort from Approved Systems and Customer, until a fix is developed or workaround is available. Severity 2 situations do… Read More »Severity 2
Moderate loss of application functionality or performance resulting in multiple users impacted in their normal functions. Minor feature/product failure, a convenient workaround exists/minor performance degradation/not impacting production. Support Effort Requires moderate support effort from Approved Systems and Customer, until a fix is developed or workaround is available. Severity 3 situations do not require around-the-clock effort. If the customer refuses to… Read More »Severity 3
Minor loss of application functionality, product feature requests, how-to questions. The issue consists of “how-to” questions including issues related to one or multiple modules and integration, installation and configuration inquiries, enhancement requests, or documentation questions. Support Effort Requires low support effort from Approved Systems and Customer, until a fix is developed, a workaround is available or an answer to the… Read More »Severity 4
