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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We hope you are well and safe. On our end, Mambo is fully operational. All ongoing projects will be delivered and all new clients can be catered for.

If you have any questions, feel free to contact us at contact@mambo.io or call us directly on +44 208 123 3879

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