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.