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Severity 2

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Critical loss of application/service functionality or performance resulting in a high number of users unable to perform their normal functions. Major feature/product failure; inconvenient workaround or no workaround exists. The program/service is usable but severely limited.

Support Effort

Requires intensive support effort from Approved Systems and Customer, until a fix is developed or workaround is available.

Severity 2 situations do not generally require Customer and Approved Systems personnel to be at their respective work locations on an around-the-clock basis. Approved Systems Support personnel will agree with Customer what effort is required.

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.