Defining Severity Levels

Defining Severity Levels

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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Last update:
‎Jun 30, 2020 01:35 PM
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