IBM Enterprise Support Severity Definitions
Review the table below for the severity you may assign to your support case. Ensure your case severity mirrors your associated business impact listed in this table.
Note: Severity Levels are assigned for entitled contracted services only.
| Severity | Business Impact | Detailed description |
|---|---|---|
| 1 | Critical | System or Service Down Business critical functionality is inoperable or a critical interface has failed. This usually applies to a production environment and indicates an inability to access products or services resulting in a critical impact on operations. This condition requires an immediate solution. Note: We will work with you 24 hours a day, seven days a week to resolve Severity 1 problems provided you have a technical resource available to work during those hours. You must reasonably assist IBM with any problem diagnosis and resolution. For IBM Cloud services, you must log a Service Down case within 24 hours of first becoming aware that there is a critical business impact and the Cloud service is not available. |
| 2 | Significant | A product, service, business feature, or function of the product or service is severely restricted in its use, or you are in jeopardy of missing business deadlines. |
| 3 | Some | The product, service or functionality is usable and the issue does not represent a significant impact on operations. |
| 4 | Minimal | An inquiry or non-technical request. |
Note: Passing your internal deadline for deploying new version or adding new function, does not automatically indicate, that it is severity 1 case. You have to set severity based on how actually passing the deadline affects you.
Related information:
Select a product area for the Response Goals for your offering:
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