Severity Levels Defined

Severity 1

• System crash creating total loss of service.
• Unable to use any part of the software.
• Use of software is impacted so heavily that work cannot continue.
• System data is corrupted.
• SLA breach of Severity 2 and Severity 3 issues.

Severity 2

• Some important features which are critical are effected.
• Use of software is seriously hampered.
• A minor loss of service.
• Severity 3 request unattended during time defined in SLA.

Severity 3

• A request of information.
• A feature enhancement request.
• Documentation clarification regarding software.
• There is no impact on software functioning.