Service Level Targets and Severities

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Ryan Henley

Updated

The table below outlines the Service Level targets for operations teams:

Severity Priority Detail & Common Examples Response & Repair Interval

Sev 1

Complete Outage or Major Business Impact

Urgent

A complete outage on a product of service. 

Examples: No calls being delivered across Bandwidth; API or portal functionality hard down

Bandwidth will respond within 15 minutes and shall provide hourly updates until the issue is resolved.

Sev 2

Serious Business Impact

High

Serious impairment of a product or service. 

Examples: ALI information not displaying at PSAP, 9-1-1 call misroute, number hard down

Bandwidth will respond within 2 business hours and shall provide daily updates until the issue is resolved.

Sev 3

Minor Business Impact

Normal

Minor business impairment on a product or service. 

Examples: 9-1-1 deletion request, record unlock or manual registration, one-way/no audio, call quality/DTMF or call routing concerns on a number, branded site trouble

Bandwidth will respond within 4 business hours and shall provide daily updates until the issue is resolved.

Sev 4/Task

Low/No Business Impact

Low

Low/No business impairment on a product or service.

Examples: Number returns, general order status inquiry, altSPID updates, Caller ID, LIDB/CNAM updates or errors, DA/DL updates or errors or any other general concern or question

Bandwidth will respond within 1 business day and complete the request within one ordinary business week. 

 

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