The Severity level is a measure of the relative impact of an issue on Customer systems or business. Symantec will work to accurately define the severity of the incident to ensure a timely response as outlined as follows.
Critical (Severity 1)
Severity 1 means the Appliance or other mission critical software is down and no workaround is immediately available.
All or a substantial portion of Customer’s mission critical data associated with the Appliance is at a significant risk of loss or corruption.
Customer is experiencing a substantial loss of service due to the Appliance.
Business operations have been severely disrupted due to the Appliance.
Severity 1 support requires Customer to have dedicated resources available to work on the issue on an ongoing basis until Severity Level is lowered or incident is resolved.
Major (Severity 2)
Severity 2 occurs when a major functionality of the software is severely impaired.
Operations can continue in a restricted fashion, although long-term productivity might be adversely affected.
Minor (Severity 3)
Severity 3 involves partial, non-critical loss of functionality of the software.
Impaired operations of some components, but allows the user to continue using the software.
Customer can reasonably work around such inconsistency or impairment.
Includes “how to” questions and issues impacting individual users.
Cosmetic (Severity 4)
Severity 4 means the software is functioning consistently and Customer’s usage and productivity are not materially impaired.
Refers to general usage questions, cosmetic issues, errors in the documentation, feature suggestions and requests for information.
For the Business Critical Support offering, target time commitments for a Severity 1 Error apply to incidents logged 24x7. Telephone Support should be utilized when reporting all Severity 1 Errors, followed by an email to Symantec Technical Support detailing the Incident. Target time commitments for Severity 2-4 apply to Incidents logged during normal business hours.
For External Customers
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