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Business Impact (Severity) levels: Definition & Examples

Introduction

1-Critical Impact/System Down (Severity One)

2-Significant Impact (Severity Two)

3-Normal/Minor impact (Severity Three)

4-Low/Informational (Severity Four)

Introduction

Support tickets are categorised according to a severity or business impact scale. Kaseya support efforts are prioritized based on the business impact of the issue, and on the support level of the Customer organization, the technology area and/or operating level agreement with third party vendors.

Technical support requests within a severity level are generally processed on a first-come, first-served basis. Critical (severity 1) and Significant (severity 2) business impact requests that require immediate response or direct help of technical support specialists may be processed out of turn.

When submitting a Support ticket, you are requested to supply detailed information (such as name and version of the product, platforms, example machines, steps to reproduce, exact error messages, logs, changes made to the system or environment prior to the issue, etc) for the Kaseya support staff to properly identify and diagnose the issue and speed up response and resolution of the ticket. Failure to supply this information upon request may result in delay of support assistance.

Kaseya technical support cannot guarantee a fixed problem resolution period due to a number of influencing factors, amongst them:

  • Customer's timely replies
  • Response time of a third party company
  • The need to prepare and release hotfix, software update, new feature, etc.

The Business Impact / Severity of a support ticket is set according to the guidelines listed below. Since it is not possible to define every possible condition or technical situation, these guidelines can only provide guidance.

1 - Critical/System Down (Severity One)

Production application down or major malfunction resulting in a product inoperative condition. Users unable to reasonably perform their normal functions.

The specific functionality is mission critical to the business and the situation is considered an emergency.

Qualifying Conditions

  • Kaseya server completely unusable (Example: Kaseya services will not start or web pages are giving ASP error, etc)
  • Kaseya related issue that stops all monitor, alerting or ticketing functions resulting in a loss of business productivity and remote monitoring functionality.
  • No Kaseya agents are checking in / All Agents are offline.
  • Business mission-critical endpoint using Kaseya Backup cannot be restored 
  • No admin can remote control (KRC/KLC/RC) into any agent
  • All Monitoring has ceased to function or is not generating new alarms.
  • Customer’s Kaseya Service Desk module (or Ticketing system) is completely down, no tickets are accessible. 
  • Upgrade to a newer version of Kaseya has failed to install. (e.g. 6.5 to 7.0)
  • No user can log into the VSA Web interface.

Support Effort

Requires maximum effort from Kaseya and Customer, until an emergency fix is developed or workaround is available.

Critical situations may require both Customer and Kaseya personnel to be at their respective work locations on an around-the-clock basis.

If the authorized or designated customer contact is not available to engage in this effort, Kaseya Support may reduce the Severity level. If the customer refuses to implement the steps suggested to troubleshoot or correct the issue, Kaseya Support may close the ticket.

2 - Significant Impact (Severity Two)

Critical loss of application functionality or performance resulting in high number of users unable to perform their normal functions. Major feature/product failure; inconvenient workaround or no workaround exists. The program is usable but severely limited.

Qualifying Conditions

  • Service interruptions to some, but not all, modules (Examples: Modules not functional for some users but functional for others. Info Center fails to generate any reports)
  • Time sensitive issue reported by Customer, which may adversely affect billing, monitoring or productivity (Examples: All Monitor Sets have ceased to function or are not generating data, Alarms are not triggering Tickets, Some but not all clients in the system cannot create tickets).
  • In a production system, important tasks cannot be performed, but the error does not impair essential operations (Example: Server performance is slow, but Agents are checking in and it is usable, All reports are giving errors).
  • Most (but not all) admins are unable to remote control (KRC/KLC/RC) into any agent. A workaround exists by using an alternative remote control module (e.g. KLC is not working but RC does)
  • Some types of monitoring are non-functional (e.g. SNMP, NT Events, Monitor sets)
  • Other examples: Policies not applying on agents/organizations, KMDM is not registering on all devices. Security Updates are not being installed (KES, KAM, KAV).

Support Effort

Requires intensive support effort from Kaseya and Customer, until a fix is developed or workaround is available.

Severity 2 situations do not generally require Customer and Kaseya personnel to be at their respective work locations on an around-the-clock basis. Kaseya Support personnel will agree with Customer what effort is required.

If the authorized or designated customer contact is not available to engage in this effort, Kaseya Support may reduce the Severity level. If the customer refuses to implement the steps suggested to troubleshoot or correct the issue, Kaseya Support may close the ticket.

3 - Normal/Minor impact (Severity Three)

Moderate loss of application functionality or performance resulting in multiple users impacted in their normal functions. Minor feature/product failure, convenient workaround exists/minor performance degradation/not impacting production.

Qualifying Conditions

  • System is up and running, but the problem causes non-negligible impact. Workaround exists, but it is only temporary (Example: A report can be triggered manually but does not run when scheduled.)
  • The software still functions in the Customer's business environment, but there are functional limitations that are not critical in the daily operation (Example: Customer is getting tickets created correctly but wants them to behave in a different manner.)
  • Does not prevent operation of a production system or there is some degradation in performance (Example: The issue affects only one company or location in the client's environment.)
  • Moderate loss of application functionality or performance resulting in multiple users impacted in their normal functions (Examples: Some admins are unable to remote control (KRC/KLC/RC) into some agents (eg in a specific location, but not all locations).
  • A workaround exists by using an alternative remote control module (e.g. KLC is not working but RC does). Examples: Certain reports (but not all) are giving an error, Certain tickets (SD or Ticketing) will give an error when opening, Agent procedure is failing to run on one agent, Cannot install Kaseya on a test server, Cannot RC/KLC to one agent.)
  • Important to long-term productivity (Example: Customer cannot set up a particular plugin or an installation script for a third-party software is not working as intended.)

Support Effort

Requires moderate support effort from Kaseya and Customer, until a fix is developed or workaround is available.

Normal Impact (Severity 3) situations do not require around-the-clock effort.

If the customer refuses to implement the steps suggested to troubleshoot or correct the issue, Kaseya Support may close the ticket.

4 - Low/Informational (Severity Four)

Minor loss of application functionality, product feature requests, how-to questions. The issue consists of "how-to" questions including issues related to one or multiple modules and integration, installation and configuration inquiries, enhancement requests, or documentation questions.

Qualifying Conditions

  • Problem does not have significant impact to the Customer or occurs in functionality that is not critical or frequently used (Example: Customer is having trouble with branding reports or Agents).
  • There are no extenuating circumstances that would require this issue to be resolved outside of the normal software (Example: Customer has general questions about functionality of a particular item. Customer does not understand X in documentation and would like clarification).
  • The problem causes little impact on your operations or a reasonable workaround for the problem has been implemented (Example: An Agent will not install on one machine, an individual Policy is not applying correctly on some agents).
  • The problem results in minimal or no interruptions to normal operations (Example: Customer has questions about customizing an agent procedure or a monitor set).
  • Non-critical, Minor loss of application functionality or product Feature Request question (Example: Customer wants to know if a particular function is possible via Kaseya scripting where a built-in agent procedure does not exist for that purpose).
  • Minor infractions including documentation or cosmetic error not impacting production (Example: Branding, renaming of computers, etc).
  • Functionality does not match documented specifications.
  • Service enhancements requests.

Support Effort

Requires low support effort from Kaseya and Customer, until a fix is developed, a workaround is available or an answer to the customer question has been provided.

Low Impact (Severity 4) situations do not require around-the-clock effort.

 

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