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04 Severity of Incidents

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Incidents will be classified with the following severities:

  • (1) Critical:
    • Incident critically affects the primary business service, major application or function
    • Characteristics of a Severity 1 case include but are not limited to:
      • Business service or function is not operational
      • Production system crashes
      • Data integrity at risk
      • Production backup and recovery operations fails
  • (2) Major:
    • The business service, major application, function, or system is seriously affected
    • No acceptable workaround is available
    • Documentation not available
  • (3) Medium:
    • The business service, major application, function or system is moderately impacted
    • No data has been lost
    • The business service, application, or system is still functioning
    • Documentation needs explanation
    • The case may be temporarily circumvented using an available workaround
  • (4) Minor:
    • Non-critical cases
    • Minor documentation cases
  • (5) Enhancements:
    • Enhancement requests
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