Network Severity Assessment Criteria
Severity 1: MINOR FAILURE
Single user, single department
soft failure degradation of departmental network performance
(network functioning but not efficiently), or intermittent
component failure. Network problem clearly identified to be within
the department's internal network.
Response time:
4 business hours by technician or tech supervisor who contacts
the customer by phone. Schedule time to begin correction of the
problem mutually agreeable between customer and technician.
Determine problem and resolve.
If after two hours from start of problem determination technician
is not able to resolve the problem, consult with and/or escalate
to network engineering. Tech and Engineer assess the problem,
advise the customer, fix the problem or escalate to other Help Desk
or vendor.
Notification:
Help desk > technician.
Problem owner responsible for communication with customer
and Help Desk.
After hours: Help Desk > Ans Svc > MOC > customer > help
desk pm > tech > customer > MOC.
Time:
Repair scheduled within 12 business hours of initial receipt
of trouble report. Customer and Help Desk will be advised of status
if problem not resolved within 24 business hours.
Escalation:
At any point, if trouble is determined to have propagated
to more than one department, or the backbone, trouble will be immediately
escalated to a "severity 2 or 1" as appropriate by the technician
dispatched.
Comments:
Customer and Help Desk will be advised of status if problem
not resolved within 24 business hours. Long standing problem
status will be provided to Help Desk and customer by EOB Wednesday
by the problem owner*.
NOC alarm: yellow or none
Severity 2:
Hard failure of important network components (department LAN, network router interfaces, SLA devices,
single bridge server, or single modem pool server).
Response time:
Immediate response by technician who contacts the customer
by phone to further assess problem. Determine problem, advise
customer, and resolve. If after one hour from start of problem
determination, problem cause not identified, consult with network
engineering. Tech and Engineer assess the problem, fix the problem
or escalate to Engineering or other Help Desk/vendor. Technician
/Engineer assigned will be dedicated to problem until it is
resolved.
Problem owner is responsible for ongoing communication with
customer.
Notification:
Business Hours: Help desk >repair supervisor > technician.
Problem owner responsible for communication with engineering,
customer and Help Desk. NetDown message broadcast to affected
customer base by Engineering within 1 hour.
After hours: Help Desk > Ans Svc > MOC > customer > help
desk pm > tech > customer > MOC.
Maximum Time to repair: 8 business hours.
Escalation:
At any point, if trouble is determined to affect the backbone,
trouble will be immediately escalated to a "severity 1" by the technician
dispatched. If not repaired in 8 business hours, problem
will be escalated to severity 1 status.
NOC alarm: orange
Severity 3:
Backbone component failure (one or more routers are down, name service is down, one
or more bridge or modem servers are down, entire subnet is down)
Response time: Immediate and continuous effort.
Immediate technician dispatch and engineering involvement.
Immediate response by technician who contacts the customer by phone
to further assess the problem. Work begin immediately. Identify, report
and resolve problem. Technician/engineer assigned to this problem
will be dedicated to its resolution till fixed.
Notification:
Business Hours: Help desk > technician > Repair Supervisor
> Comm. Eng. Mgr > Asst. Director, Director, V.P.
After hours: Help Desk > Ans Serv > MOC > repair supervisor
> customer > help desk pm > tech > customer > MOC.
Problem owner responsible for hourly update to customer and
Help Desk or MOC after hours.
NetDown message sent to affected customer base by Engineering.
Help Desk or technician communicate with customer hourly.
Problem owner responsible for soliciting final signoff from
customer.
*If delay is caused by equipment availability, tech will
track shipment and notify Help Desk as soon as repair can be scheduled.
NOC alarm: red
Expectations:
Whenever a "hand-off" occurs, tech rep (or supervisor) and
engineer (or supervisor) will ensure that problem ownership is clear
and communicated to the Help Desk.
Problem Owner* Duties: (technician/engineer
until TT returned to HD)
-
Informing the Help Desk at regular intervals = every
hour for Severity 1 status; end of day for Severity 2;
ongoing problem, weekly by end of day Wednesday.
-
Updating "Notification" parties identified above.
-
Tracking accumulated tech and engineer labor and materials
for repair.
-
Verifying billing with appropriate tech supervisor or
backup.
-
Providing all data to the Help Desk at close out.
-
Filing any trouble tickets for SLA customers.
-
Entering information into tracking dbase (as defined
above).
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