Severity Codes, Response & Resolution Requirements Sample Clauses

Severity Codes, Response & Resolution Requirements. This section describes the prioritization of issues based on (1) severity and (2) support requests based on business need. Expected response and resolution times are defined for each severity level. 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 or 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 listed characteristics to make an overall assessment of which severity level best describes the problem. The ▇▇▇▇ Operations Team will determine the initial severity rating for the report. Prioritized Level 3 requests will be transmitted to Harmony. The ▇▇▇▇ Operations Manager shall submit all Severity 1 and Severity 2 issues to Harmony Customer Service. The application failure creates a serious business and financial exposure. The application failure creates a high business and financial exposure. The application failure creates a medium business and financial exposure. The application failure creates a low level of business and financial exposure. The application failure causes the end users to be unable to work or perform some significant portion of their job. The application failure causes the client to be unable to work or perform some significant portion of their job. The 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 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.
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