挖比特币软件cg
Service Tenet
Service Channel
Service Type
Failure Level
Severity Level Business Impact
Level 1
Major Impact
Directly reducing bank’s ability to conduct business And / Or
Essential function not working And / Or
Critical program aborts or stops And / Or
Critical application unavailable
Level 2
Moderate Impact
Directly causing partial loss of bank’s ability to conduct business And /Or
Essential function severely restricted And / Or
Severe service degradation
Level 3
Minor Impact
Problem encountered has low impact on business And / Or
A non-critical problem in the System where the bank will be able to continue to run the application or a workaround is available
Level 4
No Operational Impact
Causing only inconvenience And / Or
No business impact And / Or
No bank regulatory or revenue impact but alternate mechanism available
Service Level
Severity Level Telephone Response Time Arrive On-site within Service Pattern
Level 1
Major Impact
30 Minutes 2 Hours
Technical support ( telephone service)
Arrive within 2 hours on-site technical service
Level 2
Moderate Impact
1Hour 3 Hours
Technical support (telephone service)
Arrive within 3 hours on-site technical service
Hardware emergency recovery – if supported
Level 3
Minor Impact
4 Hours N/A
Technical support (telephone service)
Problem resolved in next release or via patch if workaround is only temporary solution
Email technical support
System maintenance service – if supported
Level 4
No Operational Impact
Next Day N/A
Technical support (telephone service)
Next Day
N/A in next release
Email technical support
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