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Severity 1 (S1)—Your
infrastructure is “down,” or there is a critical impact to your
business operations. You and N-cg will commit all necessary resources
around the clock to resolve the situation.
Severity 2 (S2)—Operation
of an existing infrastructure is severely degraded, or significant
aspects of your business operation are negatively affected by inadequate
performance of infrastructure products. You and N-cg will commit full-time
resources during normal business hours to resolve the situation.
Severity 3 (S3)—Operational
performance of your infrastructure is impaired, but most business
operations remain functional. You and N-cg will commit resources during
normal business hours to restore service to satisfactory levels.
Severity 4 (S4)—You
require information or assistance with systems and / or
product capabilities, installation, or configuration. There is little or no
effect on your business operations. |
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