Severity/Priority

Definition

Severity 1

The production system is severely impacted or completely shut down. The production system operations or mission-critical applications are down

Severity 2

The production system is functioning with limited capabilities. The production system is unstable with periodic interruptions

An Issue relating to a non-production application may be classified as P2 provided that the Issue is related to an application in the final stages of development and is either blocking all other development efforts and/or putting the release milestone at risk, and missing such milestone would have a significant impact on Customer’s business

Severity 3

Any error reported by customer where the majority of the users for a particular part of the software are affected, the error has high visibility, a workaround is available; however, performance may be degraded or functions limited and it is NOT affecting revenue.

Severity 4

Any error reported by customer where a single user is severely affected or completely inoperable or a small percentage of users are moderately affected or partially inoperable and the error has limited business impact.

P1

Within 8 Business Hours

Within 60 Minutes

Within 30 Minutes

P2

Within 8 Business Hours

Within 4 Hours

Within 2 Hours

P3

Within 8 Business Hours

Within 8 Business Hours

Within 8 Business Hours

P4

Within 2 Business Days

Within 2 Business Days

Within 2 Business Day