Incident Response and Severity Levels

Incident Response

Critical (Severity 1)

Production issue affecting most users and/or trading partners, including system unavailability and data integrity issues with no workaround available
Issue potentially causing significant impact on customers’ business results (loss of revenue and/or profitability) – requires business impact justification from the customer

Major (Severity 2)

Production functionality impacted or significant performance degradation is experienced
Issue is persistent and affects several users and/or trading partners, and/or major functionality
No reasonable workaround available

Minor (Severity 3)

Production or Non-Production performance issue affecting one or more, but not all users and/or trading partners
Short-term workaround is available, but not scalable

Standard (Severity 4)