| Technology Support Center |
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| How does the TSC manage calls? |
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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.
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