IT Severity Matrix Template

Service Level Severity Matrix

IT Severity Matrix Template

  • Ben
  • January 9, 2021
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IT Severity Matrix
SeverityDefinitionActionInvolved PartiesService Level
1– All hands site down , mission critical operations or devices down – W/out immediate workaround in a new degraded state.– Activate Bridge – Generate Master Ticket – Open Tac Case(s): Begin Escalatation – Notify Account Rep – Notify Operations Support – Notify Customer  – IT Engineering – Operations/Help desk – Director of IT/CIO – Local Boots on the Ground – Customer  – Acknowledge  in under 30 minutes – Resolution in 6 hours or less
2– Production operations impacted in a degraded state but still operable – A less desirable work around in place– Generate Master Ticket – Open TAC Case(s) – Notify Operations support – Notify Customer– IT Engineering – Operations/Help desk – Director of IT – Local Boots on the Ground – Customer– Acknowledge  in under 30 minutes – Resolution in 8 hours or less  
3– Production Impacting – Operations barely impacted – More of a nuisance – Work around is working– Generate Master Ticket – Open  TAC Case(s) – Notify  Operations  Support – Notify Customer– Operations – IT Engineering – Local Boots on the Ground– Acknowledge  in under 30 minutes – Resolution in 48 hours
4– Limited impact – No production impact – New feature – Question – Dev Site – Pre-deployment– Work Existing Ticket Que– Responsible Parties– Acknowledge  in under 30 minutes during normal operating hours – Resolution as permits