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City of Greensboro
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FY 15-16 IT Service Catalog
APPENDIX C
: SEVERITY LEVEL DEFINITIONS
Severity Level
Examples
Critical
A critical failure affecting many such as A Production System Down or A Network Outage affecting
multiple locations. Processes are halted. There are no workarounds available.
High
A critical business process is impaired, causing a serious disruptionof amajor business
function and causing a serious impact on daily functions or processing. There is no
reasonable workaround.
Medium
Non-critical issue occurs. Business processes are not disrupted and work can be completed.
Thereisan acceptable workaround for the issue.
Low
An inquiry or low impact issue that does not require immediate attention. This includes
cosmetic issues on screens, errors in documentation, or a request regarding use of
Software or a service.