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Technology Support Center
 

How does the TSC manage calls?
Severity definitions are:

Level 1 - System or device down, critical business impact, no workaround available, notify management immediately, begin resolution activities immediately.

Level 2 - System or device down or level of service degraded, potential business impact, an alternative or bypass is available.

Level 3 - Not critical, customer can wait, a workaround is possible with limited operational impact.

Level 4 - Not critical, customer can wait, a workaround is possible with no operational impact.

Page updated: October 20, 2009