Production application down or major malfunction resulting in a product inoperative condition. Users are unable to reasonably perform their normal functions.
The specific functionality is mission-critical to the business and the situation is considered an emergency.
Support Effort
Requires maximum effort from Approved Systems and Customer, until an emergency fix is developed or workaround is available.
Critical situations may require both Customer and Approved Systems personnel to be at their respective work locations on an around-the-clock basis.
If the authorised or designated customer contact is not available to engage in this effort, Approved Systems Support may reduce the severity level. If the customer refuses to implement the steps suggested to troubleshoot or correct the issue, Approved Systems Support may close the ticket.