Company Severity Level Definitions
| Severity Levels |
Description |
| 1 = Critical |
The following occur in a typical situation and no reasonable workaround has been identified. The application crashes. Incorrect values are calculated or no data is calculated. An essential or commonly used piece of functionality works incorrectly or does not work. A non-essential piece of functionality works incorrectly or does not work, but a piece of essential functionality is dependent upon it |
| 2 = Major |
The following occur in an atypical situation and no reasonable workaround has been identified. The application crashes. Incorrect values are calculated; no data is calculated. An essential or commonly used piece of functionality works incorrectly or does not work. A non-essential piece of functionality works incorrectly or does not work, but a piece of essential functionality is dependent upon it. |
| 3 = Moderate |
An essential piece of functionality does not work and a reasonable workaround has been identified. A bug occurs that is not critical, major or minor. A non-essential piece of functionality works incorrectly or does not work, and no reasonable workaround1 has been identified. |
| 4 = Minor |
A non-essential piece of functionality works incorrectly or does not work, and a reasonable workaround exists. |
| 5 = Enhancement |
Request for new or different features or functionality to current or future version of the application. |
Notification and Response Times
| Severity Level |
Communication Method |
Response Goals |
| Critical |
Phone
Email |
9am - 5pm Pacific time, Monday through Friday, including holidays. Immediate acknowledgement, ongoing investigation and assistance until problem is resolved in a manner agreed upon by Company and Customer. |
| Major |
Phone
Email |
9am - 5pm Pacific time, Monday through Friday, excluding holidays. Immediate acknowledgement, ongoing investigation and assistance until problem is resolved in a manner agreed upon by Company and Customer. |
| Moderate |
Phone
Email |
9am - 5pm Pacific time Immediate acknowledgement, ongoing investigation and assistance until problem is resolved in a manner agreed upon by Company and Customer. |
| Minor |
Phone
Email |
Acknowledgement within 1 business day. |
| Enhancement |
Phone
Email |
Acknowledgement within 5 business days. |