How are Ticket Severity Levels Determined?

46 Labs Ticket Severity Levels are determined by Impact and Urgency

	IMPACT
URGENCY		Widespread	Large	Localized	Individual
	Critical	P1	P1	P2	P2
	High	P1	P2	P2	P3
	Medium	P2	P3	P3	P3
	Low	P4	P4	P4	P4

Impact Definition

An Incident is classified according to its impact on the business (the size, scope, and complexity of the Incident). Impact is a measure of the business criticality of an Incident or Problem, often equal to the extent to which an Incident leads to degradation of a Service running on the Network. 46 Labs shall work with Customer to specify the proper impact.

There are four impact levels:

· Widespread: Entire Network is affected (more than three quarters of individuals, sites or devices)

· Large: Multiple sites are affected (between one-half and three-quarters of individuals, sites or devices)

· Localized: Single site, room and/or multiple users are affected (between one-quarter and one-half of individuals, sites or devices)

· Individualized: A single user or telephone number is affected (less than one-quarter of individuals, sites or devices)

Urgency Definition

Urgency defines the criticality of the Incident or Problem to the Customer’s business. 46 Labs shall work with the Customer to understand and set the proper urgency level.

46 Labs Incident and Problem urgency levels are defined as follows:

· Critical – Primary business function is stopped with no redundancy or backup. There may be an immediate financial impact to the Customer’s business. The Customer determines the issue as critical.

· High – Primary business function is severely degraded or supported by backup or redundant system. There is a probable significant financial impact to the Customer’s business. The Customer perceives the issue as high.

· Medium – Non-critical business function is stopped or degraded. There is a possible financial impact to the Customer’s business. The Customer perceives the issue as medium.

· Low – Non-critical business function is degraded. There is little or no financial impact. The Customer perceives the issue as low.

Severity Level	Definition	Examples
Priority 1	Business critical. Represents a complete loss of service or a significant functionality that is completely unavailable, and no workaround exists. 46 Labs and the Customer will commit any necessary resources 24x7 to resolve the issue. Only applies to production deployments.	100% loss of PSTN or network connectivity. Issues there the majority of inbound or outbound calls fail for all end-users.
Priority 2	Highly degraded service. Includes intermittent loss of service and significantly reduced quality of service. 46 Labs and the Customer will commit full-time resources during Standard Business Hours to resolve the situation. Only applies to production deployments.	100% loss of connectivity limited to a specific customer location. Issues that prevent that accurate rating, routing and billing of calls.
Priority 3	Degraded service. Includes intermittent issues and reduced quality of service. A workaround may be available. 46 Labs and the Customer are willing to commit resources during Standard Business Hours to resolve the issue. Only applies to production deployments.	Poor Voice Quality, One-Way Audio, Dead Air, No DTMF, Echo, Long Post Dial Delay, Fax issues, the User Interface is not accessible. Note: Most Issues can be a upgraded to a Priority 2 depending on the impact and urgency.
Priority 4	Non-service impacting issues. 46 Labs and the Customer are willing to commit resources during Standard Business Hours to provide information or assistance.	Product questions Feature Requests Documentation requests Issues with non-production deployments.

The default Severity for tickets opened via email or the customer portal is Priority 3. To immediately upgrade the Severity of a newly opened ticket the customer should contact support by phone (+1 855-464-3578) after opening a ticket via email or the customer portal.