Severity Categories definition

Severity Categories. The following table summarizes the severity levels related to support issues. Please note that the following conditions will not apply to issues that occur with hardware, systems, and networks at the local campus or district level or network infrastructure comprising the Internet. Severity 1* • The system, component, or application is down and unusable; • Critical Deliverables and Schedules will be impacted; • The result is a negative LEA-wide impact to activities; • No alternative or bypass is available. 1 Hour 4 Hours or less Severity 2 • The system, component, or application is down or unusable; • Critical Deliverables and Schedules will be impacted; • The result is a negative LEA-wide impact to activities; • An alternative or bypass is available. 2 hours 8 Hours or less Severity 3 • The system, component, or application is degraded or difficult to use; • There is no critical LEA-wide impact to activities; • An alternative or bypass is available. 12 hours 2 Business Days Severity 4 • The system, component, or application is usable but causes some loss of capability; • There is no critical LEA-wide impact to activities; and • Deferred maintenance is acceptable. 2 Business Days 3 – 5 Business Days *The TCC/ESC Support Team(s) will work on Severity 1 problems until they are resolved or an acceptable work-around is identified. ESC Support Team will provide the district with daily updates until the issue is resolved. Follow-up calls will be made to ensure the issue has been resolved. • Provide an up-to-date list of district staff that will function as support resources • Maintain local area network, dedicated circuit and SSL certificate to access iTCCS • Maintain local equipment according to minimum hardware requirements o Browser  IE 11  Chrome  Firefox  Safari 5.+ on Mac desktops and iPads o Printer  Laser printers supporting postscript, PCL5 or PCL6 • Include ESC Support Team in district’s planning/discussion of changes in the utilization of the iTCCS system, district processes that impact system usage, and implementation of third party software that will interface with ASCENDER. • Make payment for services within 30 days of invoice date per the annual commitment.
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Examples of Severity Categories in a sentence

  • C.4.6.3.1 HAZARD LOG: The definitions of Severity Categories and Probability Levels identified below shall apply when determining whether a hazard must be identified on the Hazard Log.