BMC Support Customer Impact Definitions

Impact Level Customer Impact Criteria
1 Critical Service Impact
Case 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 case. Characteristics of a Severity 1 case include:
Business service is not operational
Production system crashes
Data integrity at risk
Production backup and recovery operations fail.
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 case may be temporarily circumvented using an available workaround.
4 No Service Impact
Non-critical cases, general questions, enhancement requests, or documentation cases