SIG defines case severity on four levels that reflect the business impact.
Severity 1 – Mission Critical / Urgent
- Production Issue (System down; virtually complete interruption of mission critical service)
- Crash with no recovery/hang
- Functional failure
- Critical loss or corruption of data
- Installation/upgrade/migration failure
- Severe performance related issues
- Frequent crash/hang with auto-recovery
- Major Feature failure or major usability problems
Severity 2 - Moderate
- Installation/upgrade/migration failure - pre production
- Feature failure or deviation from expected behavior
- Moderate usability problems
- Errors, warnings, performance issues or restarts not causing serious impact
- Configuration changes
Severity 3 - Minor
- All "how to" questions
- Configuration and usability issues
- Root cause analysis or post mortem of previous issue
Severity 4 - Low
- Minimal or No-impact items or issues
- Useful for logging/tracking issues that don't have a near term focus
Case Closure Policy
We are committed to resolving all inquiries in a timely and satisfactory manner. Understanding case closure is part of customer satisfaction.
- Issue has been resolved
- No longer experiencing the behavior that initiated the case
- Acceptable workaround has been provided
- Expired Subscription or Support Contact
Article ID: 2, Created On: 10/19/2009, Modified: 10/19/2009