Premium Support - Severities

Modified on: Mon, 9 Mar, 2020 at 5:12 PM

Severity	Impact
Sev1 - High	- A large number of digital services are affected and/or not able to do their tasks. Or - A large number of BNZ sites (Stores, Partners Centres, Internal, Customers, etc) or a flagship site are affected and/or acutely disadvantaged in some way. Or - The damage to the reputation of the business or channel is likely to be high.
Sev2 - Medium	- A moderate number of digital services are affected and/or not able to do their tasks properly. Or - A moderate number of BNZ sites (Stores, Partners Centres, Internal, Customers, etc) are affected and/or inconvenienced in some way. Or - The damage to the reputation of the business or channel is likely to be moderate.
Sev3 - Low	- A few digital services are affected and/or able to deliver an acceptable service but this requires extra effort. Or - A single BNZ site (Stores, Partners Centres, Internal, Customers, etc) number of customers are affected and/or inconvenienced but not in a significant way. Or - The damage to the reputation of the business or channel is likely to be minimal.