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Severity Definitions |
| Severity Level |
Severity Criteria |
| 1 |
Critical Service Impact
Issue critically affects the primary business service, major application, or mission critical system. Customer resources should be available and willing to work on a 24x7 basis with BMC to resolve the issue. Characteristics of a Severity 1 issue include:
- Business service is not operational
- Production system crashes
- Data integrity at risk
- Production backup and recovery operations fail.
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| 2 |
Significant Service or Implementation Impact
The business service, major application, or system is seriously affected or implementation stopped. No acceptable workaround is available. |
| 3 |
Moderate Service Impact
The business service, major application, or system is moderately impacted, no data has been lost, and the business service, application, or system is still functioning. The issue may be temporarily circumvented using an available workaround. |
| 4 |
No Service Impact
Non-critical issues, general questions, enhancement requests, or documentation issues |
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