Severity Codes. The following characteristics are used to identify the severity of a problem report: Business and financial exposure / Work outage / Number of clients affected / Workaround / Acceptable resolution time/ It is not necessary (nor is it likely) to have a perfect match of each characteristic to categorize a problem report at a particular severity level. A given problem must be judged against each of the characteristics to make an overall assessment of which severity level best describes the problem. PIACL team will assign severity codes and inform (THE WINNING PARTICIPANT).
Appears in 4 contracts
Sources: Service Level Agreement, Service Level Agreement for Email Services, Email Support Service Level Agreement (Sla)