Videns IT Services encourages a self-evaluation of the question/problem severity (priority) level by the Customer, according to the definitions above. The Customer is at all times allowed to require a severity level modification by contacting the Service Desk.
|Severity (priority)||Business impact||Description|
|1||Urgent||The system in operation is severely malfunctioning or the issue totally affects network traffic.|
|2||High||The system in operation is able to work in a partial manner. It is unstable and requires periodical reboots.|
|3||Normal||The system in operation has problems which do not affect its main functions.|
|4||Low||Information request, e.g.:
· Product improvement request
For severity level 1 and 2: Videns IT Services and the Customer agree to dedicate full time and all the reasonable resources to solve the problem. In this respect the top priority of the Service Desk is to restore/improve service, not to debug the problem.
For severity level 3 and 4: Videns IT Services and the Customer will use their technical resources to restore an acceptable level of service or deliver relevant information in order to solve the case.