How serious are the running operations affected and how high is the expected business critical impact?How many users are affected?
The DocuWare System is not available for a group of users. These users are not able to perform their normal tasks.
- There are short term deadlines or time frames for this project or request.
- The negative business impact is increasing quickly.
- As a DocuWare Partner you are on-site and you had to travel more than 1 hour. Action can be taken or finished on-site only.
The DocuWare system is partly unavailable but limited access and operation is possible. Only some users are impeded from performing their normal functions. Users can work in a limited manner only.
- Business critical impact is medium or high.
- Important limitation of functionality but usable system
- System is working with degraded performance
There is a question or problem which is causing some minor operational issue. Individual users are partly hindered from performing their normal tasks. This is an annoying incident but with only a small impact on operational services.
- Malfunction of a non-critical component or service.
- Parts of the system working with reduced performance
- Problems or interruption during an upgrade or extension of the system where roll-back is possible
- Problems with an available workaround