Severity Level

Using Severity Levels is a traditional method of determining the priority of responses to the entire bulk of support demands.  Severity will usually be assigned at the Technology Manager’s discretion, but can also be assigned during the Implementation Phase. 

Examples:

Sev 1

– A user cannot perform a certain work function because their primary workstation is not performing properly, but the user has an alternate workstation that can be used while waiting for resolution.

– Any add/move/change request

 – The LCD panel on an Agent’s laptop has failed but the Agent can work by connecting to an external monitor.

Sev 2

– A user cannot login to the Market Center network because their account is locked for excessive incorrect login attempts.  The user’s ability to perform work functions is interrupted because they can’t use any workstation in the office until this issue is resolved.

 – An agent’s MLS ID is not on record, featured listings will  not list on Agent’s Website.  The user’s potential to sell or lease property could be affected if a consumer passes over a listing due to no photo.

– System failure due to a virus or corruption on an Agents primary workstation. 

Sev 3

– MCA’s primary workstation hard drive fails and the system will not boot.  Many people are affected by this!  The MCA can’t process money in / out, Agent’s can’t get checks printed, etc. 

– Power surge at a Market Center occurs and some of the Network equipment onsite needs to be power cycled and the entire office does not have access to the internet.  A group of user’s ability to perform work functions are now affected.