Incident Report Severity Sample Clauses
Incident Report Severity. All Incidents are assigned a Severity Level by Orange, which is used to prioritize and establish the restoration timeframes. Incidents are assigned one of the following four Severity Levels, which Orange may modify from time to time.
1 – Critical Impact (Code Red) The Customer is experiencing a severe problem resulting in an inability to perform a critical business function. There is no workaround.
2 – High Impact The Customer is able to perform job functions, but performance is degraded or severely limited.
3 – Medium Impact The Customer’s ability to perform job functions is largely unaffected, but noncritical functions or procedures are unusable or hard to use. A workaround is available.
4 – Low Impact UES is available and operational; trivial impact to Customer’s business operations.
Incident Report Severity. All Incidents are assigned a Severity Level by Orange, which is used to prioritize and establish the restoration timeframes. Incidents are assigned one of the following four Severity Levels, which Orange may modify from time to time. The matrix below allows, in addition to the severity of an anomaly, to define a priority for the incident according to its occurrence within the population of active agents. These priorities determine how the incident will be handled according to its impact on the Customer’s business operations.
1 – Critical Impact (Code Red) Customer is experiencing a severe problem resulting in an inability to perform a critical business function. There is no workaround.
2 – High Impact Customer is able to perform job functions, but performance is degraded or severely limited.
3 – Medium Impact Customer’s ability to perform job functions is largely unaffected, but non-critical functions or procedures are unusable or hard to use. A workaround is available.
4 – Low Impact UES is available and operational; trivial impact to Customer’s business operations. Service Down (work stoppage) P1 P1 P1 P3 Performance Issue (work degraded) P1 P2 P3 P4 Non-Critical Services (work not affected or workarounds available) P2 P3 P3 P4 Inconvenience P3 P4 P4 P4 *The number of users/contacts is based on the active Agent populations (that should be operational at the time of incident), not the total configured user base. Core Business Service Down (work stoppage) Service Disruption that when degraded or unavailable will cause a direct financial, brand, or security impact on the business organization. Agents or stations cannot log in (ACD & workforce Optimization (WFO)). Severe login latency. Unable to launch MAX or ThinAgent. Unable to change/manage agent state MAX or ThinAgent. Calls not routing to agents. Call refusals resulting in no calls being delivered to agents. Unable to execute an IVR script. Point of contact/toll free number cannot be reached. No routes found. Circuit down. Required real-time reporting unavailable. Performance Issue (work degradation) An impact to a business service that directly supports the execution of a core business service. Historical reporting unavailable. User administration. Missing contact recordings. QM Enterprise (Engage) not recording (audio or screen). QM Enterprise (Engage) playback not working. Workforce Management (WFM) adherence missing. Severe and sustained sound quality issues preventing two-way communication of voice...