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Service level objectives
Severity | Description of Impact | Coverage | Response Time | Resolution or Workaround |
|---|---|---|---|---|
Severity 1 | Production application down or major malfunction causing productivity loss resulting in majority of users unable to perform their normal tasks. | 7 x 24 | 1 hour | 4 hours |
Severity 2 | Critical loss of application functionality or performance resulting in high number of users unable to perform their normal functions. | Business hours (US) | 4 hours | 8 hours |
Severity 3 | Moderate loss of application functionality or performance resulting in multiple users impacted in their normal tasks. | Business hours (US) | 8 hours | 24 hours |
Severity 4 | Minor loss of application functionality. | Business hours (US) | 24 hours | Best effort |