EMEA DIGITAL WORKFLOW SLAs Incident Severity Codes and SLAs The Severity codes for incidents define the impact/severity of an incident. The Severity Codes are defined in the table below. The EMEA DW RPS SLAs are linked to the severity of the incident.
Severity
Definition
SLA
01
A Service outage that significantly impacts our client’s ability to perform a critical portion of their business functions. No work around is available. The problem has high visibility and requires immediate and definitive action for resolution.
4 hours from when the problem is escalated to DW RPS EMEA
02
A Service outage that significantly impacts our client’s ability to perform a critical portion of their business functions. A work around is available but performance and productivity are still significantly impacted. The problem has high visibility.
24 hours from when the problem is escalated to DW RPS EMEA
03
A problem is detected that has a minor impact on our client’s ability to perform a critical portion of their business functions. A workaround is available, and the account can achieve full functionality and normal performance, as long as the work around is followed. The problem has low visibility.
2 business days from when the problem is escalated to DW RPS EMEA
04
A problem is detected that has minor impact on our client’s ability to perform a non-critical portion of their business functions. A workaround is available, and the account has full functionality and normal performance as long as the workaround is followed. Problem has low and limited visibility. The account has full functionality and normal performance but requires / requests an enhancement to a standard report or the DWNG system. Requests of this nature should originate with Engineering, because this is a request for resources to work on minor enhancements requested by a Region.
5 business days from when the problem is escalated to DW RPS EMEA
05
To be handled through the Regional enhancement process