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<br />3.3.2 Severity levels <br /> <br />'"" <br /> <br />Sl.\t'rit) rar~l"ll'(Il'all ("ellle.' <br />Ll"l'l lkSl'ril)titlIl "('SPOilS..' time <br /> Product failurelLoss of service 15 minutes <br /> This class of problem is service affecting and <br /> deemed an on-going critical problem which <br /> requires immediate action. "Service affecting", <br /> where service is lost, means the PSAP is unable <br />1 to properly perform its duties and no work- <br />around is available. <br /> Severity level I problems would involve a <br /> System failure and a major loss of functionality <br /> that renders part of or an entire System <br /> inoperable; e.g. loss of voice, loss of TOO, <br /> inabilitv to transfer calls. <br /> Severely impaired functionality (more than I hour <br /> 50%) <br /> This class of problem is feature affecting and <br /> deemed an on-going problem that requires <br /> immediate action. "Feature affecting" means loss <br />2 of a feature that limits the ability of a Site to <br />perform their duties while the core abilities are <br /> unaffected. <br /> Severity level 2 problems involve the failure or <br /> loss of functionality of a non-critical functional <br /> component/feature while the System itself <br /> remains onerable. <br /> Non-critical system failure (less than 50%) Same day <br />3 This class of problem requires action from the <br />Call Center within a short time. Severity Level 3 <br /> problems may cause performance degradation or <br /> svstem components to malfunction. <br /> Minor Issue No later than next <br /> Business Day <br /> This class of problem is non-service affecting and <br />4 includes problems such as incorrect operation of <br /> a minor functionality or System component that <br /> is infrequently used, and problems that have <br /> feasible work-arounds available. <br /> Information only No later than next <br />5 Business Day <br />Call Center provides general information on <br /> functionalitv or svstem comnonen!. <br /> <br />'"" <br /> <br />'. <br /> <br /> <br />'"" <br />