Bug States

Definitions of Service Request Severity

To ensure that all service requests are reported in a standard format, Cisco has established severity definitions.

Severity 1 (S1)—An existing network is "down" or there is a critical impact to your business operations. You will commit all necessary resources around the clock to resolve the situation.

Severity 2 (S2)—Operation of an existing network is severely degraded, or significant aspects of your business operations are negatively affected by inadequate performance of Cisco products. You will commit full-time resources during normal business hours to resolve the situation.

Severity 3 (S3)—Operational performance of the network is impaired while most business operations remain functional. You will commit resources during normal business hours to restore service to satisfactory levels.

Severity 4 (S4)—You require information or assistance with product capabilities, installation, or configuration. There is little or no effect on your business operations.