Problem Severity Codes

Information Builders categorizes support cases by severity according to the following table. Although users may report cases of any severity level on InfoResponse Online, we recommend that you use this service only for Severity 3 and Severity 4 cases. Use your own judgment for Severity 2 cases. We will respond to all cases submitted online within one business day.

Severity 1:

• Production application down: Mission-critical production application is down, impacting customer’s business.
  
  Severity 1 cases are emergencies and should always be reported by phone.
  
  • 1800 335 673 (+61 3 9631 7998) during APAC Support Centre operational hours or
  • 0011 800 7366 1000 (+1 212 736 6130) at other times.

Severity 2:

• Production systems are impaired or only partially running
• System or product errors including S0C4's, ABENDS, and GPF's
• Product installation problem
• Product cannot be used due to problem
• Application issue with a critical deadline

Severity 3

• Application issues

Severity 4

• General how-to questions (techniques)

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