Severity vs Business Impact
Severity is determined based on the impact, and the urgency of the issue reported. Impact, in this case, is the extent of the incident and damage caused by it before resolved. Urgency is how quickly the fix is required.
Business impact is determined based on the consequences of the business disruption function and process.
Ticket Severity | Definition | Examples |
Emergency | Service problem within Nezasa application with major impact on customer business, operations or customers where a system, application or functionality is not available, it is critically corrupted or extremely degraded for a significant number of users. |
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High | A service problem within Nezasa application which has a substantial impact on customer business, operations or customers, where a system, application or functionality is not available for a significant number of users or is severely corrupted or severely degraded for a limited number of authorised users, or degraded for a significant number of authorised users |
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Normal | Non-critical function or procedure within Nezasa's applications, unusable or hard to use, has an operational impact but doesn't directly impact services availability. Workaround available |
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Low | All other incidents that are not Emergency, High or Normal |
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