IBM Presentation Template Full Version
IBM Presentation Template Full Version
IBM Presentation Template Full Version
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14<br />
Setting Severity Levels<br />
Business Impact<br />
Critical business impact –<br />
this condition requires an immediate<br />
solution<br />
Significant business impact –<br />
program is usable but severely<br />
limited<br />
Some business impact –<br />
program is usable but less<br />
significant features impacted<br />
Minimal business impact –<br />
problem causes little impact or a<br />
reasonable workaround is in place<br />
zSeries (S/390)<br />
Response Goal<br />
Other Platforms<br />
Response Goal<br />
Within 2 hours Within 2 hours<br />
Within 4 business<br />
hours<br />
By the end of the next<br />
business day<br />
By the end of the next<br />
business day<br />
Within 2 business hours<br />
Within 2 business hours<br />
Within 2 business hours<br />
Business hours are from 8:00 AM to 5:00 PM local time for the geographic area assigned in the support<br />
contract. Severity 1 Issues will be worked 7 days a week / 24 hours a day jointly with clients.<br />
© 2013 <strong>IBM</strong> Corporation<br />
© 2010 <strong>IBM</strong> Corporation
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