Avaya Implements New Business
Severity Codes Tailored to
Better Respond to Your Situation
Based on your feedback, Avaya is improving the way severity codes are
selected when you submit a service request. These changes are intended
to carve out a way for you to flag urgent business issues which may not
necessarily be an “outage” and to better align the best resource for the
type of support issue you are experiencing. Avaya has created more
meaningful and situational categories to define business severities utilizing
streamlined processes to route to the appropriate resources who can best
work to resolve your issue with the urgency it deserves. These newly
created business severity descriptions and processes are tailored to the
type of issue you’re experiencing. When you are experiencing an urgent
business issue, Avaya now asks that you provide a dedicated resource
from your team to work with Avaya until your issue is resolved. This will
help to drive the most effective resolution process to clear an urgent
situation as quickly as possible.
New Severity Definitions
•Non-Service Impact – A question or
problem that does not immediately
impair the functioning of the product or
system and which does not materially
affect service to end-customers. If the
issue is related to a problem, the
problem has a tolerable workaround.
This includes consultation, records
corrections and administrative issues.
•Business Impact – Significant
degradation to the system’s operation,
maintenance or administration: requires
attention to mitigate a material or
potential effect on system performance,
the end-customers or on the business.
•Severe Business Impact – Severe
»»problem severely impacts service
quality or the control or the operational
effectiveness of the product
»»affects a significant number of users
and creates significant productivity
or financial impact
»»This situation materially obstructs the
firm’s ability to deliver goods or services.
NOTE: requires you to commit to a 24x7 resource (if you
have 24x7 Avaya support coverage, or 8x5 I you have 8x5
Avaya Service coverage) until restoration/workaround.
•Outage - A real-time service or product
outage in a production system that
could require drastic measures to restore
(such as a system restart). This outage
severely downgrades service capacity or
results in a loss of service for a significant
number of end users. This situation
degradation of production system or
severely impacts productivity or creates
service performance for which there is
a significant financial impact or presents
no active workaround and:
a risk for loss of human life.
NOTE: requires you to commit a dedicated resource 24x7
until restoration/workaround.
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Upon implementation of these changes, you will now select one of the above
categories to help define the business severity of your issue in the Service Request
form located on https://support.avaya.com. Avaya is committed to providing you
with a resource that is the best available match of knowledge, ability and situational
awareness needed to resolve the severity of your Service Request. Your Avaya
expert will continue to work with your dedicated resource to ensure your issue is
resolved as soon as possible.
Learn More
For additional information on these new severity codes and their descriptions,
please visit https://support.avaya.com.
About Avaya
Avaya is a global
provider of business
collaboration and
communications
solutions, providing
unified communications,
contact centers,
networking and related
services to companies
of all sizes around
the world. For more
information please visit
www.avaya.com.
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