Online Survey Service

SEVERITY LEVEL

CHARACTERISTICS

Level 1

• Service not available. Tickets can not be created or accessed at all.
• An incident where systems are down or seriously impacted and/or products/services are unavailable.
• The actual or potential business impact is high or severe in terms of the customer impact.
• The commitment of incident management resources is high.

Level 2

• Service available, but performance or some features severely degraded, materially affecting normal use of the service.
• Incidents where systems are degraded/unreliable; performance and/or legal agreements are at risk.
• The actual or potential business impact is medium in terms of the customer
• The commitment of incident management resources is medium.

Level 3

• Service available and critical functions usable, but there is a non-critical malfunction. Or a routine request, such as changing queue assignments.
• An incident where performance and/or legal agreements are not at risk.
• The actual and potential business impact is low in terms of the
• There is no commitment of incident management resources outside of business as usual.

Level 4

• Service functioning as expected