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Severity Definitions

Production server or other mission critical system(s) are down and no workaround is immediately available.

All or a substantial portion of your mission critical data is at a significant risk of loss or corruption.
You have had a substantial loss of service.
Your business operations have been severely disrupted.

Severity 2 (RESPONSE TIME 30 min – 3 hr)
Major functionality is severely impaired.

Operations can continue in a restricted fashion, although long-term productivity might be adversely affected.
A major milestone is at risk. Ongoing and incremental installations are affected.
A temporary workaround is available.

Severity 3 ( RESPONSE TIME 4 – 8 hrs )
Partial, non-critical loss of functionality of the software.

Impaired operations of some components, but allows the user to continue using the software.
Initial installation milestones are at minimal risk.

Severity 4 ( RESPONSE TIME 8 – 24 hrs )
General usage questions.

Cosmetic issues, including errors in the documentation.