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Attachment 3-F Severity Levels

By Kenneth Spencer,2014-05-07 10:38
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Attachment 3-F Severity Levels

     53410521.doc

    STATE OF TEXAS

    Texas Department of Information Resources

    Data Center Services

    REQUEST FOR OFFER

    ATTACHMENT 3-F

    SEVERITY LEVELS

    Attachment to Exhibit 3 (Service Levels)

    MARCH 31, 2006

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    Service Provider Guidelines

    This Attachment to an Exhibit of the RFO contains specific information supplied by DIR for the

    Service Provider’s use when responding to the RFO. Service Provider Instructions

    1. The Service Provider will not modify or change anything contained within this

    Attachment.

    2. The Service Provider’s response to the RFO should reflect and comply with the

    information contained in this Attachment.

    3. If the Service Provider wishes to suggest changes to any of DIR’s content or

    requirements contained in this Attachment, these suggestions should be summarized

    and submitted separately to DIR in the Service Provider Confirmation Document, as

    described in the RFO Instructions Part 4: Proposal Documents Created by the Service

    Provider. Any notation of objections or issues associated with the Attachment

    content does not eliminate or modify the requirements of this Attachment or this

    RFO, and the Service Provider’s proposal must not assume any incorporation of

    the Service Provider’s suggested changes.

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    TABLE OF CONTENTS

    1.0 SEVERITY LEVELS INTRODUCTION ................................................................................. 4 1.1 Severity 1 Problem ........................................................................................................................ 4 1.2 Severity 2 Problem ........................................................................................................................ 4 1.3 Severity 3 Problem ........................................................................................................................ 4 1.4 Severity 4 Problem ........................................................................................................................ 4

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    1.0 SEVERITY LEVELS INTRODUCTION

    This Section sets forth qualitative descriptions of Severity Levels associated with the Services.

    Severity Levels are used to categorize a problem associated with the Services based on the

    potential impact of the problem to DIR and DIR Customers.

    There may be different Service Levels associated with the resolution of a problem based on the

    assigned Severity Level.

    1.1 Severity 1 Problem

    A problem will be assigned as “Severity 1 Problem” if the problem is characterized by the

    following:

    1. A Severity 1 Problem is defined as (i) a business critical System, Service, Application

    System, Equipment or network component that is substantially unavailable or seriously

    impacting normal business operations and (ii) an error or outage that affects either

    groups of people, or a single individual performing a critical business function. 1.2 Severity 2 Problem

    A problem will be assigned as “Severity 2 Problem” if the problem is characterized by the

    following:

    1. A Severity 2 Problem is defined as (i) a department or group can use a business critical

    System, Service, Application System, Equipment or network component, but some

    functions are not available or functioning as they should, and (ii) an error or outage

    affects a group or groups of people, or a single individual performing a critical business

    function.

    1.3 Severity 3 Problem

    A problem will be assigned as “Severity 3 Problem” if the problem is characterized by the

    following:

    1. A Severity 3 Problem is defined as a group or individual experiences a problem with

    accessing or using a System, Service, Application System or network component or a

    key feature thereof but the problem does not prohibit the execution of productive work. 1.4 Severity 4 Problem

    A problem will be assigned as “Severity 4 Problem” if the problem is characterized by the

    following:

    1. A Severity 4 Problem is defined as a problem that may require an extended resolution

    time, but the individual or group has a reasonable workaround while waiting for the

    resolution.

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