Support case severity levels & RTO definitions

See table below for IBM® SRE Support Case (ticket) severity level descriptions and associated response time objectives.

Level Severity Definition Response Time Objective Response Time Coverage
1 Critical business impact/service down: Business critical functionality is inoperable or critical interface has failed. This only applies to a production environment and indicates an inability to access services resulting in a critical impact on operations. This condition requires an immediate solution. Within 1 hour 24 x 7
2 Significant business impact: A service business feature or function of the service is severely restricted in its use or Subscriber is in jeopardy of missing business deadlines. Within 2 business hours

Monday to Friday

8:00 AM - 8:00 PM ET

3 Minor business impact: Indicates the service or functionality is usable and it is not a critical on operations. Within 4 business hours

Monday to Friday

8:00 AM - 8:00 PM ET

4 Minimal business impact: An inquiry or non-technical request. Within 1 business day

Monday to Friday

8:00 AM - 8:00 PM ET

Note: The above is also outlined in the Service Description and Support Guide for your particular SaaS product. Please refer to these links for the most current information.