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.