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Overview

Security Level Definitions

Response Time Targets

Overview

Service level targets help provide a framework for service expectations. The Service Team's goal is to provide a consistent level of support with a balance between the severity of the issue and the time spent waiting for a response.

The problem's severity determines the speed and method of the Support Team's response.

Severity Level Definitions

The following are the severity levels a user can choose during ticket creation to describe an issue or question:

• Urgent: An error or service disruption that affects time-critical applications with production work at a standstill. The system is unusable, and no known workaround is currently available and also covers customer data-exposing security vulnerabilities.
• High: The system is significantly impaired by an error or service disruption, so key business processes cannot be conducted, and no known workaround is currently available.
• Normal: For general user questions, or the system or services do not function in conformance with its published specifications. Key business processes are not interrupted, and there is little or no impact on the ability to use the system or service for production purposes.
• Low: For updates to a non-production environment or the service does not function in conformance with its published specifications. Still there is no impact on the ability to use the system or service for product purposes.

Note:
For example, the maximum severity for any issue in a non-production environment is Normal.

Response Time Targets

The following outlines how long it should take (on average) for the Support Team to provide an initial response and provide a status update on a support ticket.

The initial response time is the time between creating the support ticket and the Support Team beginning its work. An initial response may take the form of:

• A notification that the ticket has been received.
• A request from the support team for further information.