|
|
Acknowledge, Respond, Repair, Analyse |
| Severity |
Definition |
During Coverage Window |
Outside Coverage Window |
| Severity 1 |
The Service is Down
Means the Service is unusable and work practices are severely impacted. This may be due to the production system being down, unreachable, or unusable including the failure of non-redundant hardware. |
15 Minutes
1 Hour
4 Hours
24 hours |
15 Minutes
1 Hour
4 Hours
24 hours |
| Severity 2 |
The Service has considerably degraded performance
Means the Service displays major faults or crashes although work can progress. The business is considerably affected. Failure of redundant hardware is considered to be a Severity 2 issue. |
1 Hour
2 Hours
Same Day
3 Business Days |
1 Hour
2 Hours
Next Business Day
3 Business Days |
| Severity 3 |
The Service has slightly degraded performance
Means the Service has bugs or errors that do not significantly impact on the function or business process. The business is unaffected. |
Same Day
Next Business Day
2 Business Days
N/A |
Next Business Day (acknowledge) |
| Severity 4 |
The Service has non-critical misspellings or monitoring errors
Means minor errors, bugs or misspellings in the Service that do not impact on the business or the program function. |
Same Day
Next Business Day
2 Business Days
N/A |
Next Business Day (acknowledge) |
| Critical Vulnerability |
Critical Vulnerability / Denial Of Service
Means a newly-released Security Alert pertains to a Vulnerability or Denial Of Service attack that is remotely exploitable and not able to be firewalled off. |
Same Day
Next Business Day
2 Business Days
N/A |
Same Day
Next Business Day
2 Business Days
N/A |
| Important Vulnerability |
Important Vulnerability / Denial Of Service
Means a newly-released Security Alert pertains to a Vulnerability or Denial Of Service that is remotely exploitable but is able to be firewalled off. |
Same Day
1 Business Week
Monthly
N/A |
Same Day
1 Business Week
Monthly
N/A |
| CR |
Change Request
Means any change required to the configuration of the Service. |
Next Business Day
2 Business Days
N/A
N/A |
Next Business Day
2 Business Days
N/A
N/A |
| Admin |
Administrative / Billing Request
Means any non-system related query regards billing, sales or administration. |
Next Business Day
2 Business Days
N/A
N/A |
Next Business Day
2 Business Days
N/A
N/A |