Choosing a severity level
|Severity Level||Business & Technical Impact|
|1||Critical - Business Impact|
|2||High - Serious Business Impact|
|3||Medium - Minor Business Impact|
|4||Low - No Business Impact|
Severity 1 – Loss of service
Your production use of the Oracle Cloud Application is stopped or so severely impacted that you can’t reasonably continue work. You experience a complete loss of service. The impacted operation is mission critical to the business and the situation is an emergency. A Severity 1 Service Request has one or more of the following characteristics:
- Data corrupted
- A critical documented function is not available
- Service hangs indefinitely, causing unacceptable or indefinite delays for resources or response
- Service crashes, and crashes repeatedly after restart attempts
Severity 2 – A severe loss of service
Important features of the Oracle Cloud Application are unavailable with no acceptable workaround; however, operations can continue in a restricted fashion.
Severity 3 – Minor loss of service
The impact is an inconvenience, which may require a workaround to restore functionality.
Severity 4 – No loss of service
You request information, enhancement, or documentation clarification regarding the Oracle Cloud Application, but there is no impact on the operation of such service. You experience no loss of service.