(Internal User)
Severity | Definition | Time to Solve | Communication strategy | Who declares? | Who Communicates |
|---|---|---|---|---|---|
∎ Critical (Hotfix) | > Prod Environment is down or severe impact for business > Major malfunction of at least one of the Processes impacting all users > Users are unable to reasonably perform their normal functions. | >ASAP | > Solvay Crisis Mng (via Hangout Group) > General Email Communication to internal Users > Login Message (if possible) | Service Owner | Global Contact Center Technical Team > Login Message |
∎ Major (High) | > Critical loss of application functionality, application is usable but limited > High number of users unable to perform their normal functions > No available workaround | > Less than 1 week (Hotfix) | > Ad Hoc Login Message > Ad Hoc Email to Champions > Footer message (?) > Chatter Post (?) | Service Owner | Technical Team > Login Message Service Owner > Email to Champions |
∎ Moderate (Medium) | > Moderate loss of application functionality > Multiple users impacted on their normal functions > Available workaround | > Within 2 Weeks | > Ad Hoc Email to Champions w/ Workaround | Functional/Technical Analyst | NA |
∎ Minor (Low) | > Minor loss of application functionality > The issue consists of "how-to" questions including issues related to one or multiple modules and integration | > According to Capacity | > NA | Functional/Technical Analyst | NA |
(Solvay External: Portals and webshop)
Severity | Definition | Time to Solve | Communication strategy | Who declares? | Who Communicates |
|---|---|---|---|---|---|
∎ Critical (Hotfix) | > Prod Environment is down or severe impact for business > Major malfunction of at least one of the Processes impacting all users > Users are unable to reasonably perform their normal functions. | >ASAP | > Solvay Crisis Mng > Login Message (if possible) > Close Portal temporally (with maintenance message) | Service Owner and Business Portal Champions | DT To Business: >Tech Team > Login Message >Service Owner > Email to Portal Champions Business to External Users |
∎ Major (High) | > Critical loss of application functionality, application is usable but limited > High number of users unable to perform their normal functions > No available workaround | > Less than 1 week (Hotfix) | > Ad Hoc Email to Portal Champions | Service Owners | Tech Team > Login Message Service Owner > Email to Champions |
∎ Moderate (Medium) | > Moderate loss of application functionality > Multiple users impacted on their normal functions > Available workaround | > Within 2 Weeks | > Ad Hoc Email to Portal Champions w/ Workaround | Functional/Technical Analyst | NA |
∎ Minor (Low) | > Minor loss of application functionality > The issue consists of "how-to" questions including issues related to one or multiple modules and integration | > According to Capacity | > NA | Functional/Technical Analyst | NA |
Contact List
- CORE CRM who is who
- iCARe CRM who is who
- MSP Portal Champions (to include into wiki)
- SpP and AM Webshop (to include into wiki)
- Solvay Crisis Manager - Regine Taymans (Site: Incident & Crisis Management)
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