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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 |