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