Business
Enterprise
Support channel
Service Desk
Phone
Max Initial Response Time
Critical Incidents
4 Business Hours
1 Business Hour
Major Incidents
2 Business Days
4 Business Hours
Minor Incidents
2 Business Days
2 Business Days
Incident Levels
Critical Incidents are incidents that severely affect the Customer’s service performance (in particular capacity, traffic, billing, charging, maintenance) on a production system and require immediate corrective action. Examples:
- Any loss of service that is comparable to the total loss of effective functional capability of an entire switching or transport system;
- Any reduction in capacity or traffic handling capability such that expected loads cannot be handled;
- Any loss of safety or emergency capability;Inoperative system (total outage, system drop to open boot prompt);
- System with considerable restrictions on the management of the system;Loss of any traffic, statistics or charging data;Considerable redundancy losses.
Major Incidents are incidents that also severely affect the Customer’s service performance, however the urgency is less than with Critical Errors because of a lesser immediate or impending effect on system performance, Customer and Customer’s operation. Examples:
- Major system function is unavailable or degraded;Recurring software failures;Resource scheduling conflicts;
- Reduction in any capacity/traffic measurement function;
- Any loss of functional visibility and/or diagnostic capability;
- Short outages equivalent to system or subsystem outages, with accumulated duration of greater than two minutes in any 24-hour period, or that continue during longer periods;
- Degradation of the system’s serviceability;
- Corruption of system or billing databases.
Minor Incidents are incidents that do not fall in the above categories of Critical or Major. Minor Errors do not significantly impair the system performance. These problems are tolerable during system use. Examples:
- Failure in software component that is non critical;Failure of redundant component;
- Less significant failure of the deliverables such as processor restarts with no traffic impact;
- Some adverse impact on the network or a relevant subsystem of the network that affects call processing, traffic handling or subscriber service in some manner;
- Serious inefficiency of O&M functionality
Last updated: May 16, 2023 by ask@akenza.com.