1.7 Severity Level Definitions
The following severity level definitions will be used to determine the maximum response
times:
Severity
Level Severity Definition
| Severity 1 This is defined as a failure that causes the system and/or infrastructure a loss of
: voice functionality and no work-around or. immediate solution is available.
The following are examples of this kind of failure:
° 33% of call processing resources impaired
e Site Environment alarms:
o Smoke,
e Unauthorized access
o Temperature
o Power failure
Severity 2 This is defined as a fault that causes the system to operate with a continuous
reduction in capacity or functionality of core services (core services include, |
voice, data or network management).
| The following are examples of this kind of failure:
e Less than 33% of call processing resources impaired
e Failure of a single redundant component
Severity 3 This is defined as a fault which reduces the functionality, efficiency or usability of
core services (voice, data and network management) and there is a viable work-
around in place.
The following are examples of this kind of severity:
e Intermittent faults that are infrequent and minor impact to core
services
* Statistical reporting problems
| Severity 4 This is defined as a minor issue, which has littie or no impact on the functionality,
efficiency or usability of core services. The following are examples of this kind of
severity:
* Faults resulting in minor functions or features being unsupported
or unreliable in ways that are not noticeable to the user.
» Faults that have no impact in how the user perceives the sysiem
to work.
« Cosmetic issues.
Requests for information.
Preventive Maintenance
Approved by Motorala Contracts and Compliance Saplember 2013 i Motorola 2013
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