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 its operation via a work-around or incremental resource for a short period of time before business stops. Examples: Extremely slow system performance, a piece of application functionality is down or has a "bug." Major: Service is lost by a single or small number of users, affecting significant business functionality. Problems or incidents where a work-around exists or can be developed with a small amount of incremental resources. Ordinary: Problem or incident where single users can operate some of the system activities normally, but a definite problem is identified. Requests: Any call from single users or site groups that are requesting a new service or some clarification (e.g., requesting a new user logon, a new printer setup, or the meaning of a system message).

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 its operation via a work-around or incremental resource for a short period of time before business stops.

Examples: Extremely slow system performance, a piece of application functionality is down or has a "bug."

Major:

Service is lost by a single or small number of users, affecting significant business functionality. Problems or incidents where a work-around exists or can be developed with a small amount of incremental resources.

Ordinary:

Problem or incident where single users can operate some of the system activities normally, but a definite problem is identified.

Requests:

Any call from single users or site groups that are requesting a new service or some clarification (e.g., requesting a new user logon, a new printer setup, or the meaning of a system message).