Support Severity

How do I choose a severity?

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Severity Level	Severity Description	Problem Response	Problem Circumvention or Resolution
En fuego	Failure of a component where one or more people cannot perform an essential or urgent business function. Failure to complete this business function within 2 hours will have a negative financial impact on the company. No work around available, and degraded mode of operation is not available or not acceptable.	15 Minutes	2 Hours
Critical	Failure of a component where one or more people cannot perform critical business functions. Failure to complete this business function within 8 hours will have a negative financial impact on the company. No work around available, and degraded mode of operation is not available or not acceptable.	30 Minutes	8 Hours
High	Failure of a component where one or more people cannot perform a business functions. This failure will not have an immediate financial impact, yet there is a deadline within the next 3 days. No workaround is available and degraded mode of operation is not available.	1 Hour	3 Days
Normal	Failure of a component where one or more people cannot perform a business functions. This failure will not have an immediate financial impact, yet there is a deadline within the next week. No workaround is available and degraded mode of operation is not available.	2 Hour	Within 1 Week
Low	No current business impact and doesn't affect a core business function.	1 Day	Within 2 Weeks