CANOGA PERKINS 9171 Command Reference - Manual (Page 31)

CanogaOS Command Reference
Definitions of Service Request Severity
To ensure that all service requests are reported in a standard format, Cisco has established severity
definitions.
Severity 1 (S1)—Your network is “down,” or there is a critical impact to your business operations.
You and Canoga Perkins will commit all necessary resources around the clock to resolve the situation.
Severity 2 (S2)—Operation of an existing network is severely degraded, or significant aspects of your
business operation are negatively affected by inadequate performance of Canoga Perkins products. You
and Canoga Perkins will commit full-time resources during normal business hours to resolve the situation.
Severity 3 (S3)—Operational performance of your network is impaired, but most business operations
remain functional. You and Canoga Perkins will commit resources during during normal business hours
to restore service to satisfactory levels.
Severity 4 (S4)—You require information or assistance with Canoga Perkins product capabilities,
capabilities, installation, or configuration. There is little or no effect on your business operations.
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