When you submit a support ticket to Digital Interconnect, the general rules for defining a severity of a ticket are as follows:
Severity
Description
S1 CRITICAL
(Severity one)
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.
Network outage – Input interfaces not reachable
Database outage – traffic not processed.
Messaging gateway outage (http(s)/smpp)
Application outage (message manager, content manager, ppg).
Note: For Platinum customers, this means across all the Digital Interconnect platforms and 20% of the messages during the customers selected time frame.
S2 HIGH
(Severity two)
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.
S3 MEDIUM
(Severity three)
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).
Delivery delays
Customer not receiving notifications or handset acknowledgements
Extranet unavailable
Messages duplicated.
S4 LOW
(Severity four)
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
TPOA issue
Concatenation issue
Extranet statistics incorrect
Blacklist number
WAP push or mms send not working
Message syntax inquiry
Special characters sent incorrectly or extra characters inserted in message
Messages truncated
Requests for information, no fault
Add / Modify IP
Account Routing – new and changes
New Account Setup
Change MO URL
Change of contact information
Request for specifications documentation
Request for test routes.
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