JSDV2 Severity Level 1 and 2 Incidents
Incident Ticket Severity
Tickets will be assigned a severity based on potential impact to the organization and the urgency of the incident. Customers are selecting Priority and Impact as tickets are created, the severities are assigned automatically based on the Priority and Impact that the Customers indicate. The Severity level should be reviewed before the ticket is assigned to see if there are any variables that would affect this classification, such as impact to the business.
| Severity Matrix | ||||
|---|---|---|---|---|
| Priority | ||||
| Critical | High | Medium | Low | |
| Impact | ||||
| Extensive | Critical 1 | High 2 | Medium 3 | Medium 3 |
| Significant | High 2 | High 2 | Medium 3 | Low 4 |
| Moderate | Medium 3 | Medium 3 | Medium 3 | Low 4 |
| Localized | Medium 3 | Low 4 | Low 4 | Low 4 |
Impact Ratings:
Impact | Description |
|---|---|
| Extensive |
|
| Significant |
|
| Moderate |
|
| Localized |
|
Urgency (JSD=Priority) Ratings:
Category | Description |
|---|---|
| Critical | If the incident is not resolved as soon as possible, business viability is directly threatened. All hands on deck are necessary to solve the incident as quickly as possible. |
High | The incident needs to be resolved as soon as possible. Delay could cost the business substantially. |
Medium | Incident resolution should be completed as soon as possible, but a workaround does exist. Some business disruption. |
Low | Incident resolution is not required immediately. A workaround exists, and the outage is insignificant for business functions. |
Severity Matrix with Target SLAs
Severity Level | Priority | Target Response Time | Target Resolution Time | Escalation Time | Email Notifications |
|---|---|---|---|---|---|
1 | Critical | 30 Business Minutes | 2 Business Hours | Immediate | IT Managers |
2 | High | 30 Business Minutes | 2 Business Hours | 20 minutes | IT Managers |
3 | Medium | 2 Business Hours | 4 Business Hours | After 1 hour without progress | IT Service Desk Manager |
4 | Low | 2 Business Hours | 4 Business Hours | After 1 hour without progress | IT Service Desk Manager |
Severity Level 1 and 2 Incidents flow into the Production Support, Critical Incidents queue for Triage
The following Mission-Critical Applications have been identified:
- Filenet
- LIMS
- Maximo
- Timesheet