Severity Definitions

The table below provides the severity definitions used by the Mambo Support Services team when working on your issues.

SeverityDefinition
Severity 1 - Critical

A Severity One issue indicates the production server or other mission critical system(s) are down and there are no immediate workarounds. For an issue to be considered a Severity One issue, one of the following criteria must be true:

  • A substantial portion of your mission critical data is at a significant risk of loss.
  • There is a substantial loss of service.
  • Business operations have been severely disrupted.

In order to resolve the issue, Mambo will initiate the following support procedures:

  1. Assign a support agent to promptly correct the issue.
  2. Provide regular communication on the status.
  3. Provide a temporary workaround or fix.

Severity One support requires that your Technical Support Contacts be available to work on the issue on an ongoing basis during your contractual hours.

Severity 2 - Major

A Severity Two issue indicates the production server is functioning but is severely impaired with limited capabilities or is unstable with major interruptions to service. For an issue to be considered a Severity Two issue, one of the following criteria must be true:

  • Operations can continue in a limited fashion, although long-term productivity may be affected.
  • A major milestone is at risk.
  • A temporary workaround is available.

In order to resolve the issue, Mambo will initiate the following support procedures:

  1. Assign a support agent who will triage and escalate the issue as necessary.
  2. Reasonable efforts will be made to provide a workaround or fix in the next Service Pack/Maintenance Release.

Severity 3 - Minor

A Severity Three issue indicates the production server is functioning but is moderately impaired or is unstable with minor interruptions to service. There is a medium-to-low impact on your business operations and workarounds are available. For an issue to be considered a Severity Three issue, one of the following criteria must be true:

  • Partial, non-critical loss of functionality, which allows the users to continue using the software.
  • A workaround is available.

Severity 4 - Enhancement / Question /
How-to / Cosmetic

A Severity Four issue indicates a product enhancement or improvement request, a general question, a cosmetic or documentation error, or a request for information. There is low-to-no impact on your business operations.

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