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.|