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So when is a Severity1 call really a Severity1?

Created: 22 Jun 2009 • Updated: 29 May 2014
MarkBarefoot's picture
+2 2 Votes
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As part of the different Support contracts, Symantec offer 4 different severities :-

Severity 1
Severity 2
Severity 3
Severity 4

So, severities 2-4 are fairly self explanatory, but I would like to just highlight the Severity 1 option.

A "Sev1" is normally logged and requested for a "Live Call Transfer" (LCT) which means you will be transferred directly to a support Engineer who will endeavour to pick the call up within the SLA for the contract being used. This call severity should meet one or more of the following :-

- Your production server or other mission critical system is down
- A substantial portion of your mission critical data is at a significant risk of loss or corruption
- You have had a substantial loss of service
- Your business operations have been severley disrupted
- You have not met a major milestone in a required test system**
- An issue in which the product causes the customer's network or system to fail catastrophically or that compromises overall system integrity or data integrity when the product is installed or when it is in operation

... and there is no immediately available workaround

Please note that this ONLY applies to a system wide issue. This does NOT apply to something like "1 user has a problem opening emails", or you want to discuss policy settings etc. Also, if you are running a test environment, then by nature this is not a production environment, so again a Sev1 should not be applied (**unless when working with a Symantec consultant). If you do request a Sev1 and a LCT, and subsequently found to not be a true Sev1, it will be noted against the case and you call will then be re-prioritised accordingly and a call-back will be arranged.

Unfortunately, some customers do abuse this system, and can hold up resources who should be dealing with true Sev1 instances. When you log a case with us, please take some time to think about the severity, and only request a Sev1 if it truly is. This will help us to use our time more effectively, and by doing that we should then be able to work more cases, rather than being tied-up on falsely logged Sev1 cases.