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ibm support call severity 2
- Thread starter tech005
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1
- #2
11011110000
MIS
1 is higher. Although you can open a critsit which is elevated higher than 1, but those are not for typical support calls.
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1
- #4
As above but 4 is the lowest.
4 is used for planned work such as upgrades / installs that will take place next weekend / next month at the planned system outage.
4 is also what service agent calls are raised as. Service agent calls are raised as severity 4 because the contract says IBM will deal with them when they get round to it rather than in front of customers that can be bothered to manage their own systems and raise their own calls. ie. they have actually noticed there is a problem.
1 is usually reserved for system down problems, although a stand-alone 4/8mm or DLT drive with a tape stuck in it can be raised as a severity 1 (because the drive is down !), how would you feel if the engineer was removing a stuck tape from another customers drive while you were waiting on a sev 2 because you had lost a network connection and 30 % of your users couldn't connect..... be sensible when you ask a service provider to set a severity.
4 is used for planned work such as upgrades / installs that will take place next weekend / next month at the planned system outage.
4 is also what service agent calls are raised as. Service agent calls are raised as severity 4 because the contract says IBM will deal with them when they get round to it rather than in front of customers that can be bothered to manage their own systems and raise their own calls. ie. they have actually noticed there is a problem.
1 is usually reserved for system down problems, although a stand-alone 4/8mm or DLT drive with a tape stuck in it can be raised as a severity 1 (because the drive is down !), how would you feel if the engineer was removing a stuck tape from another customers drive while you were waiting on a sev 2 because you had lost a network connection and 30 % of your users couldn't connect..... be sensible when you ask a service provider to set a severity.
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