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(→Script, Report, and UI Errors)
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(Changed to IBM Definitions as demanded)
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| == Table of Explanation == | == Table of Explanation == | ||
| - | The following table shows priorities that have been agreed upon in the Support department, along with their explanation. | + | The following table shows priorities that have been agreed upon in the Support department as well as IBM business standards, along with their explanation. |
| <table border=3 cellpadding=2 cellspacing=2 align=center> | <table border=3 cellpadding=2 cellspacing=2 align=center> | ||
| Line 110: | |||
| - | <th><font color=white>'''Severity'''</font></th> | + | <th><font color=white>'''Supportal Severity'''</font></th> |
| - | <th><font color=white>'''Explanation'''</font></th> | + | <th><font color=white>'''IBM Definition'''</font></th> |
| - | <th><font color=white>'''SLA Explanation'''</font></th> | ||
| </tr> | </tr> | ||
| <tr> | <tr> | ||
| Line 116: | |||
| - | <td>Reserved for '''PRODUCTION''' outages/freezes; '''PRODUCTION''' system crashes</td> | + | <td>Critical situation/system down: Business critical software component is inoperable; as a rule applies to production environment or when a critical interface has failed</td> |
| - | <td>A critical error or failure by the Licensed Program is causing extreme, severe and unreasonable difficulty to Customer, depriving Customer of all or virtually all production value and use of the Licensed Program.</td> | ||
| </tr> | </tr> | ||
| <tr> | <tr> | ||
| Line 121: | |||
| - | <td>Any type of '''PRODUCTION''' issue that involves deployments failing/builds failing</td> | + | <td>Severe impact: A software component is severely restricted in its use, causing significant business impact</td> |
| - | <td>A non-critical error or failure by the Licensed Program that does not deprive Customer of all or virtually all production value and use of the Licensed Program; but has a high impact on the operation of the Licensed Program and no work-around.</td> | ||
| </tr> | </tr> | ||
| <tr> | <tr> | ||
| Line 126: | |||
| - | <td>Configuration & setup issues; general job failures</td> | + | <td>Moderate impact: A non-critical software component is malfunctioning, causing moderate business impact</td> |
| - | <td>An error, failure, or defect that does not have a significant impact on the operation of the Licensed Program; or a high-impact error, failure, or defect for which a work-around is in place.</td> | ||
| </tr> | </tr> | ||
| <tr> | <tr> | ||
| Line 131: | |||
| - | <td>General questions/inquiries, feature requests, licensing, etc.</td> | + | <td>Minimal impact: A non-critical software component is malfunctioning, causing minimal impact, or a non-technical request is made</td> |
| - | <td>A non-urgent request for information, training, licenses, or other issue that would be nice to have in a future release. This includes requests for behavior that is not currently intended in the version of the Licensed Program. Any action undertaken regarding feature requests, if any, will be at the sole discretion of Urbancode. </td> | ||
| </tr> | </tr> | ||
| </table> | </table> | ||
