Severity Levels
Email or phone service may be utilized. A DDI Health Customer Service Representative (CSR) will respond through the same means chosen to report the issue or ask a question. Incidents will be answered on a first come, first served basis with priority based on severity level entered.
| Severity |
Definition |
Interpretation |
|
Severity 1
|
A condition exists which makes the performance or continued performance of any one or more mission critical program functions in a production environment impossible.
|
The Production system is down, mission critical data cannot be accessed or a data loss (corruption) occurred because of a result of a malfunction of one or more components of FIT software.
|
|
Severity 2
|
In a production environment a condition exists which makes the performance or continued performance of any one or more significant program functions difficult, and which the End User cannot circumvent or avoid on a temporary basis.
|
The product does not perform a necessary function as documented or designed in a production environment. The system is operational. There is a perceived malfunction of the software that the user cannot workaround. DDI CSR can provide a permanent or temporary solution.
|
|
Severity 3
|
A documentation error, or a limited problem or condition that is not critical exists, the customer wants to ask a question, or the above Severity definitions occur in a non-production environment. That the End User may circumvent or avoid on a temporary basis.
|
The system is operational. There is a perceived malfunction of the software that the customer can work around but requires a correction to either the software documentation or code. Severity 3 is a catch-all for any other request for assistance.
|
Premium Support from DDI has the following response time goals, based on the incident severity level? Response time is measured from the time DDI Health receives the incident.
| Severity |
Response Time |
|
1
|
1 hour
|
|
2
|
24 hours
|
|
3
|
24 business hours
|
When a DDI Health CSR responds, every effort will be made to resolve the issue to the customer's satisfaction as quickly as possible. The expediency and quality of the results are directly related to the quality of the issue's definition and the completeness of the information provided.
Please see the section on Contacting Support for guidance on the information to provide.