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Severity Levels
A P P E N D I X 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 disruption of a
major 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. There is an 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.