Content
Question
What are Severity Levels?
How does Hitachi determine my case severity?
Environment
- Hitachi Vantara Cases
Answer
The Severity Level will be determined by Hitachi when a customer’s call is first diagnosed by Hitachi and will not be changed unless acceptable to both Hitachi and the customer.
“Severity Level” is an assessment of the impact of an incident or action on the customer’s business. For the purpose of determining the actions to be taken in the event of a Problem with any Products, the following definitions will apply:
Severity 1 – System Down
A Problem has been identified that makes the continued use of one or more functions impossible (or severely restricted) on a Critical System and prevents customer from continued production or severely risks critical business operations. Problem may cause loss of data and/or restrict data availability and/or cause significant financial impact to the customer.
Severity 2 – Severe Restriction
A Problem has been identified that severely affects or restricts major functionality. The Problem is of a time sensitive nature and important to long-term productivity but is not causing an immediate work stoppage. No workaround is available and operation can continue in a restricted fashion.
Severity 3 – Minor Restriction
A problem that does not have a major effect on the customer’s business, e.g. failure of a non-critical or redundant module/component, problems affecting only one or few users, problems during Software or Equipment installation or upgrade on a non-production or test system.
Severity 4 – Circumvented
Similar to Minor Restriction, however the problem has been circumvented using an alternative solution or work-round, although a permanent fix is required.
Severity 5 – Information Only
An issue concerned with the usage or documentation of the Software, e.g. “how to” questions, clarification of documentation or error codes, enhancement requests, having no material effect on the customer’s current operations.
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