Severity Codes Sample Clauses

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 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. Severity 1 (Critical) Severity 2 (High) Severity 3 (Medium) Severity 4 (Low) Business and financial exposure The hardware/applicati on failure creates a serious business and financial exposure. The hardware/applicati on failure creates a serious business and financial exposure. The hardware/applicati on failure creates a low business and financial exposure. The hardware/applicati on failure creates a minimal business and financial exposure. Work Outage The hardware/applicati on failure causes the client to be unable to work or perform some significant portion of their job. The hardware/applicati on failure causes the client to be unable to work or perform some significant portion of their job. The hardware/applicati on failure causes the client to be unable to perform some small portion of their job, but they are still able to complete most other tasks. May also include questions and requests for information. The hardware/applicati on failure causes the client to be unable to perform a minor portion of their job, but they are still able to complete most other tasks.
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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).
Sample 1Sample 2Sample 3
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 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. Severity 1 (Critical) Severity 2 (High) Severity 3 (Medium) Severity 4 (Low) Business and financial exposure The hardware/application failure creates a serious business and financial exposure. The hardware/application failure creates a serious business and financial exposure. The hardware/application failure creates a low business and financial exposure. The hardware/application failure creates a minimal business and financial exposure. Work Outage The hardware/application failure causes the client to be unable to work or perform some significant portion of their job. The hardware/application failure causes the client to be unable to work or perform some significant portion of their job. The hardware/application failure causes the client to be unable to perform some small portion of their job, but they are still able to complete most other tasks. May also include questions and requests for information. The hardware/application failure causes the client to be unable to perform a minor portion of their job, but they are still able to complete most other tasks.
Sample 1
Severity Codes. The following characteristics are used to identify the severity of a problem report:-  Business and financial exposure (business internet services customers only)  Work outage  Number of Clients affected  Workaround  Acceptable resolution time It is not necessary (nor is it likely) to have perfect match of each characteristic to categorise 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. Typically, a method- of-elimination approach will be undertaken to help isolate the issue in order to categorise a problem’s severity level. The Level 1 support contacts and the Client may jointly determine the initial severity rating for the report. Level 2 and Level 3 support personnel may then negotiate with the Client to modify this severity after the report is elevated to them. If a Client has internet connectivity at their premises point-of-entry the Severity rating will automatically be classed as a Severity 3 or 4. The characteristics on the following table do not cover residential broadband service contracts or work requests. Severity levels for work requests may carry a different set of characteristics and weighting. Individual work requests are not covered as part of this SLA unless agreed otherwise in writing.
Sample 1
Severity Codes. Severity Situation Xxxxx Expected Response Customer Expected Response Severity A ▪ Critical business impact: ▪ Customer’s business has significant loss or degradation of services ▪ Needs attention within 1 hour ▪ 1st call response in 1 hour or less ▪ Xxxxx Resources at Customer site as requested ▪ Notification of Senior Managers at Xxxxx Global ▪ 24/7 effort to resolve the issue ▪ Allocation of appropriate resources to sustain continuous effort on a 24x7 basis ▪ Rapid access and response from change control authority ▪ Management notification Severity B ▪ Moderate business impact: ▪ Customer’s business has moderate loss or degradation of services but work can reasonably continue in an impaired manner. ▪ Needs attention within 2 Business Hours ▪ 1st call response in 2 hours or less ▪ Effort during Business Hours only ▪ Allocation of appropriate resources to sustain Business Hours continuous effort ▪ Access and response from change control authority within 4 Business Hours Severity C ▪ Minimum business impact: ▪ Customer’s business is substantially functioning with minor or no impediments of services. ▪ Needs attention within 4 Business Hours ▪ 1st call response in 8 hours or less ▪ Effort during business hrs. only ▪ Accurate contact information on case owner ▪ Responsive within 24 hours. Note: All Xxxxx Global support customers response time is based on their individual SLA terms.
Sample 1

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