When you submit a support ticket to Digital Interconnect, the general rules for defining a severity of a ticket are as follows:
A Severity 1 problem consists of a fault that renders the whole or an important part of the Service unavailable. This applies to a total outage of the Service or rejection of more than 20% of incoming orders from a client’s interface due to server failure.
Note: For Platinum customers, this means across all the Digital Interconnect platforms and 20% of the messages during the customers selected time frame.
A Severity 2 problem consists of a fault causing acute operational problems creating significant business impact (for example, considerable service restriction like the rejection of less than 20% but more than 5% of incoming orders)
Customer unable to connect (http(s)/smpp)
Short code(s) not working
Customer not receiving MO’s
MMS platform outage
All messages to a particular destination not delivered
Global notification issue.
A Severity 3 problem consists of a fault, which causes non-acute operational problems (for example, delays in sending SMS to the Mobile Operator or unavailability of the service details).
Customer not receiving notifications or handset acknowledgements
A Severity 4 problem consists of a fault causing inaccuracy in respect to the service details available to customers on the Extranet.
One or a limited number of messages not delivered
Ported number issues
Extranet statistics incorrect
WAP push or mms send not working
Message syntax inquiry
Special characters sent incorrectly or extra characters inserted in message