A problem will be considered Severity 1 when it affects multiple users, is a pervasive problem which puts IBM revenue at risk or causes legal exposure to IBM, or causes a total loss of service for multiple users. For cases where the problem is being reported by a single end user, the problem will be treated as a Severity 1 problem in cases where a critical business situation exists or there is a total loss of service for that end user (e.g. Critical business deadline, breach of security, legal requirement, customer relationship). Once the resolution or workaround has been provided to the single end user, the Severity 1 problem will be downgraded to a Severity 2 problem and the appropriate Severity 2 guidelines will be followed.
For all Severity 1 issues, the end user will provide a contact with phone number who will be available for at least one hour after reporting the problem, in case support requires additional information to continue working the problem. If support needs to contact the end user for the above reason and the end user cannot be reached, the problem will be lowered in Severity until the end user responds back to support. This lowering of Severity enables the support teams to be able to maintain agreed to Severity 1 SLO resolution objectives. If a response is received the problem will be returned to its original Severity 1 rating.
Problems meeting this criteria are to be called into the Help Desk by the end user and should not be sent in as email or feedback.
- Severity 1 examples:
- Application is unusable and no workaround exists.
- Application output is corrupted and is not at all usable.
- Problem is pervasive and affects most users of the application.
- Customer experiences a total stoppage of work.
- Problem creates a major financial or business controls exposure for IBM or the end user.
- Severity 1 Configurator examples:
- System ABENDs or hangs when the user has taken a valid action which is required to complete the configuration being attempted.
- Missing product line or series of products (machine type/model).
- No output or no CFReport or an error in the CFReport is causing a hard stop in the process.