The event types are based on the defined levels as follows:
Appendix A
Engagement Matrix
Severity
Level
Severity Definition
Engagement Times
1
This is defined as a critical/major incident
that causes the system and/or
infrastructure to experience a loss of call
processing functionality and no work-
around or immediate solution is available.
The following are examples of this kind of
failure:
o 33% of call processing resources
impaired
o Remote Site/sub-system severed
o Site Environment alarms:
o Smoke
o Unauthorized access
o Temperature
o Power failure
Response provided 24 hours, 7
days a week, including US
Holidays.
This is defined as a moderate/minor
incident 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:
o Less than 33% of call processing
resources impaired
o Failure of a single redundant
component
Response provided 8 x 5 on
standard business days, which is
normally Monday through Friday
8AM to 5PM, excluding US
Holidays.
This is defined as a minor issue, which has
little or no impact on the functionality,
efficiency or usability of core services. The
following are examples of this kind of
severity:
Response provided 8 x 5 on
standard business days, which is
normally Monday through Friday
8AM to 5PM, excluding US
Holidays.
Approved by Motorola Solutions LGA&C 11/12/2014
> Matorala 2015
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