Severity 1
(Critical)

 

Severity 2
(High)

Severity 3 (Medium)

Severity 4
(Low)

Business and financial exposure

 

The application or system failure creates a serious business and financial exposure.

The application or system failure creates a serious business and financial exposure.

The application or system failure creates a low business and financial exposure.

The application or system failure creates a minimal business and financial exposure.

Work Outage

 

The application or system failure causes the client to be unable to work or perform some significant portion of their job.

 

The application or system failure causes the client to be unable to work or perform some significant portion of their job.

 

The application or system 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.

The application or system 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.

Number of Clients Affected

 

The application or system failure affects a large number of clients.

The application or system failure affects a large number of clients.

The application or system failure affects a small number of clients.

The application or system failure may only affect one or two clients.

Workaround [This bullet carries the heaviest weighting of the characteristics for Severity 1 and 2.]

 

There is no acceptable workaround to the problem (i.e., the job cannot be performed in any other way).

There is an acceptable and implemented workaround to the problem (i.e., the job can be performed in some other way).

There may or may not be an acceptable workaround to the problem.

There is likely an acceptable workaround to the problem.

Response Time

 

 

Within one hour.

 

Within four hours.

Within eight hours or by next business day (EST).

Within eight hours or by next business day (EST).

Resolution Time

 

The maximum acceptable resolution time is 24 continuous hours, after initial response time.

The maximum acceptable resolution time is two business days.

The maximum acceptable resolution time is five business days.

The maximum acceptable resolution time is thirty calendar days.