Support Severity Levels of CCS-VSM technical support issues (For Customers)

Article:TECH199474  |  Created: 2012-11-07  |  Updated: 2012-11-09  |  Article URL http://www.symantec.com/docs/TECH199474
Article Type
Technical Solution


Issue



Technical Support Severity Levels
(United States)

The Severity level is a measure of the relative impact of an issue on Customer systems or business. Symantec will work to accurately define the severity of the incident to ensure a timely response as outlined as follows.

Critical (Severity 1)

  • Severity 1 means the Appliance or other mission critical software is down and no workaround is immediately available.
  • All or a substantial portion of Customer’s mission critical data associated with the Appliance is at a significant risk of loss or corruption. 
  • Customer is experiencing a substantial loss of service due to the Appliance. 
  • Business operations have been severely disrupted due to the Appliance.
  • Severity 1 support requires Customer to have dedicated resources available to work on the issue on an ongoing basis until Severity Level is lowered or incident is resolved.

Major (Severity 2)

  • Severity 2 occurs when a major functionality of the software is severely impaired.
  • Operations can continue in a restricted fashion, although long-term productivity might be adversely affected.

Minor (Severity 3)

  • Severity 3 involves partial, non-critical loss of functionality of the software.
  • Impaired operations of some components, but allows the user to continue using the software.
  • Customer can reasonably work around such inconsistency or impairment.
  • Includes “how to” questions and issues impacting individual users.

Cosmetic (Severity 4)

  • Severity 4 means the software is functioning consistently and Customer’s usage and productivity are not materially impaired.
  • Refers to general usage questions, cosmetic issues, errors in the documentation, feature suggestions and requests for information.

For the Business Critical Support offering, target time commitments for a Severity 1 Error apply to incidents logged 24x7. Telephone Support should be utilized when reporting all Severity 1 Errors, followed by an email to Symantec Technical Support detailing the Incident. Target time commitments for Severity 2-4 apply to Incidents logged during normal business hours.


Solution



For External Customers




Article URL http://www.symantec.com/docs/TECH199474


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