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Service Levels <br /> 1. Priority Level Definitions <br /> Priority Description Examples <br /> Severity Level 1 There is: • Systems crashes and fails to restart. <br /> (P1) • a critical level of impact on the • Failure to interact at all or correctly with any <br /> Services or on its end users;and/or key internal or external interfaces. <br /> • a system down situation in which no • Unable to make a payment from one or more <br /> operation can continue;and/or channels. <br /> • a critical function that is not available <br /> or is not functioning correctly and no <br /> work around is known. <br /> Severity Level 2 There is,or there is reasonably likely to • A fault is discovered causing limited usability <br /> (P2) be: of the Services. <br /> • a serious(but not critical)level of <br /> impact on the Services or on its end <br /> users;and/or <br /> • a loss of service in which the <br /> operation of the Services continues in <br /> a restricted manner;and/or <br /> • malfunctioning of the Services,but it is <br /> still usable and partially inoperative <br /> and the inoperative portion has a less <br /> critical impact on operations than <br /> Severity Level 1. <br /> Severity Level 3 There is,or there is reasonably likely to • A fault is discovered causing limited usability <br /> (P3) be: of the Services. <br /> • a moderate level of impact on the <br /> Services or on its end users;and/or <br /> • a limited loss of service/functionality <br /> resulting in minimal or no impact on <br /> the operation/application of the <br /> Services,that is not otherwise <br /> prioritised as critical or serious. <br /> 20 <br />