Level |
Description |
Commercial Support |
1 |
Production application down or major malfunction resulting in majority of users unable to perform their normal functions. |
Response: 4h Solution: 1d |
2 |
Critical loss of application functionality or performance resulting in high number of users unable to perform their normal functions. |
Response: 1d Solution: 2d |
3 |
Moderate loss of application functionality or performance resulting in multiple users impacted in their normal functions. |
Response: 2d Solution: 5d |
4 |
Minor loss of application functionality or product feature question. |
Response: 4d Solution: 1m |