What do the Microsoft Case Severities mean?
A – Critical – 1 hour initial response goal · High-impact problem in which production, operations, or development is proceeding but is severely impacted, or where production and/or profitability will be severely impacted within days. B – Urgent – 4 hour initial response goal · High-impact problem where production is proceeding, but in a significantly impaired fashion. · Time sensitive issue important to long-term productivity that is not causing an immediate work stoppage. C – Important – 24 hour initial response goal · Important issue which does not have significant current productivity impact for the customer. D – Monitor · This severity is used for support issues that are waiting, usually to confirm a provided solution or when waiting for an intermittent problem to recur, in order to collect needed data.
