“Severity” is a measure of the impact a Non-Conformity or issue, as reported in a Service Request, has on the use of the Software, as determined by Zimbra. The following Severity levels apply to all Software:
“Severity One” means Customer’s production server or other mission critical system(s) are down and no workaround is immediately available and (i) all or a substantial portion of Customer’s mission critical data is at a significant risk of loss or corruption; or (ii) Customer has had a substantial loss of service.
Examples of Severity-1 Issues
Severity 1 can be described as a Critical Service Outage. A production service or application is down or no longer producing output (“Out of Production”). No workaround is immediately available. Examples include the following:
- Problems that affect a production application, and cause output to no longer be produced or useable.
- A critical production service or application – such as users unable to access or utilize the system, mail access or delivery, or web server or application required for usability of the system – is down or not responding and cannot be stabilized or restarted.
- >50% of users on a platform or server are affected.
- May not be used in the case of a new installation, a test server or platform, or where no production users are on the system.
- Technical support will work until a resolution and/or workaround has been provided, according to the Premier or Standard coverage hours as specified by the Support Level.
- If a workaround has been provided to avoid further outages, or in the case that the customer cannot work further on an issue, the Severity Level will be dropped to Severity-2
“Severity Two” means that major functionality is severely impaired such that: (i) operations can continue in a restricted fashion, although long-term productivity might be adversely affected; (ii) a major milestone is at risk; ongoing and incremental installations are affected; or (iii) a temporary workaround is available.
Examples of Severity-2 Issues
Severity 2 can be described as impact of Major Functionality. Major functionality is severely impaired, or an application is encountering severe problems that impact a production cycle. Examples include the following:
- Operations can continue in a restricted fashion, although long-term productivity might be adversely affected.
- A major milestone is at risk. Ongoing and incremental installations are affected.
- These types of problems affect a production job, however, a known workaround and/or intervention is available.
- The workaround, temporary workaround and/or intervention allows for the successful completion of a given job. This differs from a Severity 1, as there is a known workaround and/or intervention.
- Severity-2 issues will not apply to situations where only a single user is impacted, such as client application issues for a single mobile device, desktop or laptop application, etc.
“Severity Three” means a partial, non-critical loss of functionality of the software such that: (i) the operation of some component(s) is impaired but allows the user to continue using the Software; or (ii) initial installation milestones are at minimal risk.
Examples of Severity-3 Issues
Severity 3 can be described as impact of Minor Functionality. Minor functionality not working – workaround available. Partial, non-critical loss of functionality of the software. Examples include the following:
- Impaired operations of some components, but allows the user to continue using the software.
- Initial installation milestones are at minimal risk.
- Minor Bugs.
“Severity Four” means (i) general usage questions and cosmetic issues, including errors in the Documentation, and (ii) cases opened via email for Zimbra Software.
Examples of Severity-4 Issues
Severity 4 can be described as General Usage Questions. The default Severity level used, if not otherwise prioritized by customer or Zimbra, is Severity-4. Examples include the following:
- All Development Support requests.
- Cosmetic issues, including errors in the documentation.
- General configuration or use questions.
- Upgrade, major change, and migration notifications.
- Licensing/Renewal issues (except those that are production impacting).
- Beta products.
- Trial customers.
- Enhancement requests.
- Cases initially opened via email will be assigned a Severity Level of Sev-4.