HP Severity Levels, Definitions & Response Times

When you open an HP case, you must select a severity level. But this severity level has a meaning for HP support team to get response depend on this level. Below definitions describe when you should assign this level of severity to your HP case record.

But I couldn’t understand that what is the meaning of 9×5 ? Because I as far as I know HP support team working with follow the sun support model. So 24×7 is meaningful but 9×5 is not, isn’t it ?

  Severity 1 Severity 2 Severity 3 Severity 4
9×5 Target Response 2 hours 6 hours 8 hours 1 business day
24×7 Target Response 1 hour 4 hours 6 business hours 1 business day
Definition Production system is down.HP product is unusable resulting in total disruption of work or other critical business impact.

No workaround is available.

Major feature/function failure.Operations are severely restricted.

A workaround is available.

Minor feature/function failure.Product does not operate as designed, minor impact on usage.

Acceptable workaround deployed.

Minor problem.Documentation, general information, enhancement request, etc.

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