Severity |
Definition |
Response |
Updates |
Resolution |
1 |
Production Down.
The process is failing and no output is produced. |
Respond within 1 hour |
Proactive update every 4 hours |
Start work immediately and use all reasonable endeavors to resolve the problem. |
2 |
Severe problem.
The output has significant problems. |
Respond within 1 hour |
Proactive update every 8 hours |
Initial diagnosis and resolution plan within 48 hours. |
3 |
Minor problem.
Minor problem with the output or the performance or a more significant problem with a workaround |
Respond within 4 hours |
Proactive update once a week |
Initial diagnosis and resolution plan within 5 working days. If programming is required, the problem will be resolved in a future release |
4 |
Documentation and Enhancement |
Respond within 24 hours |
None |
The problem will be resolved in a future release |
