100 Technical Tips, #12 How to determine the severity of a PMR( Problem Management Record)?
Subbu Prabhu 060001JD9S Visits (12901)
Ever wonder how to determine the severity of an issue while opening a PMR with IBM Technical support?
Here are some tips that you can refer:
Severity levels are determined based on the business impact of the issue. If a customer designates a problem as a Severity 1 with critical business impact or System down situation, IBM will work on it 7 days a week, 24 hours a day, providing the customer is also available to work during those hours. Customers can change the severity level of a problem if circumstances change from when it was first entered to match current business impact conditions.
Here are the various Severity level situations and examples :
Severity 1 Critical Impact/System Down: Business critical software component is inoperable or critical interface has failed. This usually applies to a production environment and indicates you are unable to use the program resulting in a critical impact on operations. This condition requires an immediate solution. Support analyst will respond to your service request within one business hour. IBM will work on it 7 days a week, 24 hours a day, until the issue is solved.
Severity 2 Significant business impact: A software component is severely restricted in its use or you are in jeopardy of missing business deadlines because of problems with a new application rollout. These service requests will be handled only during the business hours of the prime shift.
Severity 3 Some business impact: Indicates the program is usable with less significant features (not critical to operations) unavailable. These service requests will be handled only during the business hours of the prime shift.
Severity 4 Minimal business impact: A non-critical software component is malfunctioning, causing minimal impact, or a non-technical request is made. These service requests will be handled only during the business hours of the prime shift.
Here is the software support handbook you can refer before opening a PMR: