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. | > 1 business day | > 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 |
∎ High (Major) | > Critical loss of application functionality, application is usable but limited > High number of users unable to perform their normal functions > No available workaround | > 5 business days | > Ad Hoc Login Message > Ad Hoc Email to Champions > Footer message (?) > Chatter Post (?) | Service Owner | Technical Team > Login Message Service Owner > Email to Champions |
∎ Medium (Moderate) | > 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 |
∎ Low (Minor) | > Minor loss of application functionality > The issue consists of "how-to" questions including issues related to one or multiple modules and integration | > Within 2 Months | > NA | Functional/Technical Analyst | NA |
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. | > 1 business day | > 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 |
∎ High (Major) | > Critical loss of application functionality, application is usable but limited > High number of users unable to perform their normal functions > No available workaround | > 5 business days | > Ad Hoc Email to Portal Champions | Service Owners | Tech Team > Login Message Service Owner > Email to Champions |
∎ Medium (Moderate) | > 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 |
∎ Low (Minor) | > Minor loss of application functionality > The issue consists of "how-to" questions including issues related to one or multiple modules and integration | > Within 2 Months | > NA | Functional/Technical Analyst | NA |