Defining Severity Levels

[#1]

There are 4 severity levels used to classify a case. Please select the appropriate severity to help with case routing. 

Severity	Service	Definition	Characterized by...
Critical – 1	Follow the Sun	The product can’t be used. No workaround exists.	Data corrupted or lost System failure or lockup occurs; performance degradation Incorrect answers when necessary for useful operation Program aborts when used correctly Corruption of O/S or system due to incorrect use of the product
Serious -2	Normal Business Hours	The product can’t be used but a work-around exists.	Much harder to use than reasonably expected Defect with awkward or inefficient work-around Defect with misleading output Documentation functionally incorrect Program aborts when used incorrectly
Medium -3	Normal Business Hours	The product is useable with a moderate workaround that can be provided.	Confusing user interface Program aborts in malicious use Defect is not serious to the operations of the user Inefficient algorithm leads to a substantial waste of time/space Defect causes a preferred feature not to be used
Low – 4	Normal Business Hours	The product is useable with a simple workaround or fix.	Grammatical error in output Ugly screen layout User misunderstanding because of somewhat unclear documentation Cosmetic documentation error where correct use of the product is obvious Enhancement Request

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[mikib88]

Hello,

Can we restrict only certain people to see compliance results data (for specific publishers)?

For example, Only specific employees can see Oracle/IBM

Other SAM professional can see all other publishers but not Oracle/IBM

Thanks 

[kclausen]

@mikib88 - I recommend you submit your question as a new Post in the Community to get a better response rather than adding to an unrelated KB Article.