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When the user submits a support request, they should define the business impact (i.e. the severity) of the issue on the operations of their business. The user can select a business impact level from the following 4 levels: 

Business Impact (Severity)   Description Examples
Critical A critical incident has very high impact on the business operations
  • A customer-facing service, (e.g. the Parsl Web Portal or the Parsl mobile app,  or ability to scan tags) is down for all users
  • Confidentiality or privacy is breached
  • Customer data loss
Major A major incident has significant impact on the business operations
  • A customer-facing service is unavailable for a subset of users
  • Core functionality (e.g. customer cannot invite another user) is significantly impacted
Normal A normal incident has low impact on the business operations
  • A minor inconvenience to users (e.g. company details are not precisely correct) , workaround available
  • Usable performance degradation
Low A low incident has negligible impact or low impact on the business operations A negligible issue (e.g. a word is not spelled correctly in the app) or a question about how to do something

 

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