Unicenter Service Desk (USD)

Severity Definitions

• Severity 1
• Severity 2
• Severity 3
• Severity 4
• Severity 5

Severities 1, 2 and 3 are reserved for issues where there is a loss of functionality.

Severity 1

Severity 1 is the highest severity. It is defined in three distinct ways.

• Any problem that has a direct effect on patient care. For example, a hardware failure on a workstation that is used for the on-line charting system.
• Any problem where more than one customer is prevented from completing work assignments due to a widespread outage. For example, a network, hardware, server or application failure.
• Any report or problem that may represent a security risk. For example, if someone calls to report that they think that their machine has been compromised.

Severity 2

Severity 2 problems include situations where one client cannot perform work assignments due to network, hardware or application failure but the interruption does not have a direct effect on patient care. For example, when there is a failure on a customer’s workstation in an administrative area.

The technical personnel assigned to a severity 2 call request is expected to respond to the problem within 30 minutes and provide a resolution within 8-16 business hours (one to two days).

Resolution is expected within one business day if the customer is unable to do any of their work or if there is not an alternative method for the customer to do their work.

Severity 3

Severity 3 problems include situations where there is a non-critical loss of functionality. A customer can move to another workstation to perform their tasks or the customer has another alternative to facilitate their work. For example, a customer is unable to utilize Outlook Express for email but can still access their email account by other methods.

The technical personnel assigned to a severity 3 call request is expected respond to the customer within 8 business hours (1 day) and is expected to provide a resolution within 24 business hours (3 days).

Severities 4 and 5 are reserved for requests that would increase or add to a customer’s functionality. These are request for new functionality.

Severity 4

Severity 4 is reserved for requests that result in an increase in functionality for a single customer. Examples of this are O/S upgrades, application upgrades or any other computer related enhancements in order for a customer to perform their work.

These call requests are scheduled at the convenience of both the client and technician.

Severity 5

Severity 5 is reserved for requests that result in an increase in functionality for multiple customers. Examples of this are O/S upgrades, application upgrades or any other computer related enhancements in order for a customer to perform their work.

These call requests are scheduled at the convenience of both the client and technician

The technical personnel assigned to a severity 4 or severity 5 is expected to follow up with the customer within 16 business hours (2 days).