IONA Technologies Severity Levels
Summary
This page contains the definitions and principles that are used by IONA Customer Services in determining Severity Levels of service requests.
IONA Response to Severity Levels
Severity Levels are used by IONA Customer Services in determining the response to a particular Service Request. The level of support agreement purchased by the Customer determines response.
General Statement
When a Customer submits a Service Request, whether by telephone or electronically, each Service Request will be assigned a severity level. Assignment of the severity level will be based either on IONA Customer Services expertise in determining Customer Severity Levels or as mutually agreed to by both the Customer and IONA Customer Services.
Support Agreements
Any and all Support Agreements from the effective date will include only these defined severity levels that will be utilized by IONA Customer Services. Existing Support Agreements will have their defined severity levels honored until the end of the obligation term.
Effective Date
The effective dates of these Severity Levels will be October 2, 2000.
Severity Levels and their Definitions
| Level I | Problem causes a system down situation in which no system operation/application can continue |
| Level II | Problem causes a loss of service in which the system operation/application continues in a restricted manner |
| Level III | Problem causes limited loss of service resulting in minimal impact on the system operation/application |
| Level IV | Problem causes no loss of system operation/application |
