Incident Severity Levels
Level 1 Critical issues: Initial Response within 30 mins
Level 2 Significant Business Impact: Initial Response within 2 hours
Level 3 Minimal Business Impact: Initial Response within 7 hours
Level 4 Nominal Business Impact: Initial Response within 1 business days
- System hangs or crash situations
- Data loss or data corruption
- You have had a substantial loss of service
Level 2 Significant Business Impact: Initial Response within 2 hours
- The website may be operating but is severely restricted
- Severely degraded performance
- Functionality unavailable but the system is able to operate in a restricted fashion
Level 3 Minimal Business Impact: Initial Response within 7 hours
- Error message with workaround
- Minimal performance degradation
- Incorrect product behavior with minor impact
- Questions on product functionality or configuration during implementation
Level 4 Nominal Business Impact: Initial Response within 1 business days
- General requests for advice on product usage
- Clarification on product documentation
- Product enhancement request
Identify and prioritize incidents for faster resolution