Define the problem and determine severity of the problem When describing
a problem to IBM, be as specific as possible. Include all relevant
background information so that IBM Support can help you solve the
problem efficiently.
IBM Support needs you to supply a severity level. Therefore, you
need to understand and assess the business impact of the problem that
you are reporting. Use the following criteria:
- Severity 1
- The problem has a critical business impact.
You are unable to use the program, resulting in a critical impact
on operations. This condition requires an immediate solution.
- Severity 2
- The problem has a significant business
impact. The program is usable, but it is severely limited.
- Severity 3
- The problem has some business impact.
The program is usable, but less significant features (not critical
to operations) are unavailable.
- Severity 4
- The problem has minimal business impact.
The problem causes little impact on operations, or a reasonable circumvention
to the problem was implemented.
For more information, see the Getting IBM support topic in the
Software Support Handbook at
http://www14.software.ibm.com/webapp/set2/sas/f/handbook/getsupport.html.