| IT Severity Matrix |
| Severity | Definition | Action | Involved Parties | Service 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 |
