Intake Processes
Blocker - A “Priority 1” Incident will be declared when any Solution component causes total system failure.
Critical - A “Priority 2” Incident will be declared when one or more of the Solution’s critical functionalities (e.g., integration endpoints SAP, access control, records search and retrieval, audit logging, failure of application logic enforced by configurable business rules etc.) is not functioning correctly (i.e. a partial loss of operability). These situations are usually controllable with a workaround established.
High
Medium
Low
Minor