Severity Categories
Severity categories and response times are as follows:
Severity #1 - Severe business impact (e.g. no files are transferring) Cannot access site.
Severity #2 - High business impact (e.g. many files are not transferring, performance, degradation) Can access site.
Severity #3 - Moderate business impact (e.g. some files are not transferring, performance, degradation) Standard Question.
Severity #4 - Minor or no business impact (Request - Training or Professional Services)
Severity | Description of Severity Level | Target Time to Response | Target Time to Resolution |
Severity 1 (S1) | Complete Loss of Service | 2hrs | 4hrs |
Severity 2 (S2) | Major Loss of Functionality | 4hrs | 24hrs |
Severity 3 (S3) | Standard issue | 24bhs | 72bhs |
Severity 4 (S4) | Questions, Training, Professional Assistance | 72bhs | 96bhs |
SLA Calendars: | |||
[1] THRU Management Elevation escalates customer communication responsibility, of an open item's status, through progressive levels of THRU management, for each subsequent reporting cycle as follows:
1st elevation - supervisor of help-desk support
2nd elevation – Customer Success Service Manager (department level manager)
3rd elevation - Director of Engineering (senior management representative)
4th elevation - COO (or another officer of the company)