Definitions of Service Request Severity
 

To ensure that all service requests are reported in a standard format,

Nickerson Consulting Group (N-cg) has established severity definitions.

 

 
 

Severity 1 (S1)—Your infrastructure is “down,” or there is a critical impact to your business operations. You and N-cg will commit all necessary resources around the clock to resolve the situation.

Severity 2 (S2)—Operation of an existing infrastructure is severely degraded, or significant aspects of your business operation are negatively affected by inadequate performance of infrastructure products. You and N-cg will commit full-time resources during normal business hours to resolve the situation.

Severity 3 (S3)—Operational performance of your infrastructure is impaired, but most business operations remain functional. You and N-cg will commit resources during normal business hours to restore service to satisfactory levels.

Severity 4 (S4)—You require information or assistance with systems and / or product capabilities, installation, or configuration. There is little or no effect on your business operations.