Severity

    Customer Situation    

    Our Response    

    Customer Response    

A

(High)

Submission via phone or web

Critical business impact:

Customer’s business has significant loss
or degradation of services

Needs attention within 4 Hour.

First call response in 4 hour or less.

Remote Control via Microsoft SharedView.

Continuous effort on a 24x7 basis.

Allocation of appropriate resources
to sustain continuous effort on a
24x7 basis.

Rapid access and response.

B

(Medium)

Submission via web

Moderate business  impact:

Customer’s business has moderate
loss or degradation of services but
work can reasonably continue in an
impaired manner.

Needs attention within 8 Business Hours.

First call response in 8 hour or less.

Effort during Business Hours only.

Allocation of appropriate resources
to sustain Business Hours continuous
effort.

Access and response from change control
authority within 8 Business Hours.

C

(Low)

Submission via web

Minimum business impact:

Customer’s business is substantially
functioning with minor or no
impediments of services.

Needs attention within 24 Business Hours.

First call response in 24 hour or less.

Effort during Business Hours only.

Accurate contact information on case owner.

Responsive within 24 hours.