Problem Severity and Response Time

IRT Data Center will respond to problems according to the following severity levels:

Problem Severity Initial Response Time Follow-up w/Client
Level 1
(during normal business hours)
Respond to client within 30 minutes of notification 100% of the time. Hourly
Level 1
(off hours)
Respond to client within 1 hour of notification 95% of the time Hourly
Level 2
(during normal business hours)
Respond to client within 4 hours of notification 100 % of the time Daily
Level 3
(during normal business hours)
Respond to client within 1 working day of notification 100% of the time Weekly
Level 4
(during normal business hours)
Respond to client within 3 working days of notification 100% of the time Monthly

 

Severity Level 1:

Major Business Impact – defined as a problem that causes complete loss of service to the Client production environment and work can not reasonably continue.  Workarounds to provide the same functionality are not possible and can not be found in time to minimize the impact on the Client’s business.  The problem has one or more of the following characteristics:

A large number of users cannot access the system.

Critical functionality is not available.  The application cannot continue because a vital feature is inoperable, data cannot be secured, backed up, etc.

 

Severity Level 2:

Significant Business Impact – this classification applies when processing can proceed but performance is significantly reduced and/or operation of the system is considered severely limited.  No workaround is available, however operation can continue in a restricted fashion.  The problem has one or more of the following characteristics:

Internal software error, causing the system to fail, but restart or recovery is possible.

Severely degraded performance.

Some important functionality is unavailable, yet the system can continue to operate in a restricted fashion.

 

Severity Level 3:

Minor Business Impact – a problem that causes minimal loss of service.  The impact of the problem is minor or an inconvenience, such as a manual bypass to restore product functionality.  The problem has one or more of the following characteristics:

A software error for which there is a Client acceptable workaround.

Minimal performance degradation.

Software error requiring manual editing of configuration or script files around a problem.

 

Severity Level 4:

No Business Impact – a problem that causes no loss of service and in no way impedes use of the system. The impact of the problem has one or more of the following characteristics:

A software enhancement for which there is a Client acceptable workaround.

Documentation error.