Subject: IBM Severity Codes

Audience: Administrators

Date: September 20, 2004

IBM Support prioritizes problems using the following definitions. Be sure to classify a problem correctly to get the appropriate level of support.

Severity 1 - CRISIS

• The system (or a major application or component) goes down, critically impacting a customer's ability to do acceptable business.
• No bypass alternatives are available.
• Severity 1 requires total commitment of equipment and personnel by the customer and vendors to resolve the problem. The respective management groups are responsible for assigning personnel.

Severity 2 - MAJOR

• A problem that causes a severe operational impact
• Bypassing the problem is possible but not feasible
• Severity 2 requires the failing component be made available for repair

Severity 3 - MINOR

• Any problem causing restricted function or minor impact on performance
• Bypassing the problem is both possible/feasible
• Deferred maintenance may be acceptable

Severity 4 - BYPASSED

• A circumvented problem
• The problem's impact is noncritical and does not affect operation
• Deferred maintenance is acceptable