Service level targets and severities

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Andrey Bobrovskiy

Updated

Severity Priority Details & Common Examples Response & Repair Intervals

Sev 4

Low

Low/No business impact 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 1 ordinary business week.

Sev 3

Normal

Minor business impact on a product or service.

Examples: 911 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 provide daily updates until the issue is resolved.

Sev 2

High

Serious business impact on a product or service.

Examples: ALI information not displaying at PSAP, 911 call misroute, number hard down.
Bandwidth will respond within 2 business hours and provide daily updates until the issue is resolved.

Sev 1

Urgent

A complete outage or a major business impact 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 provide hourly updates until the issue is resolved.

Questions? Please open a ticket with your Bandwidth Support Team or hit us up at (855) 864-7776!

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