Severity and Response Time
| Severity2 | Customer Status | Expected 21Vianet Response | Expected Customer Response |
|---|---|---|---|
| A1 |
Key Business Impacts: Customer’s business or service level is significantly reduced Immediate attention required |
Initial response: 2 hours or less Works continuously all day |
Allocates appropriate resources to keep working continuously all day Accurate case owner contact information |
| B |
Moderate business impact: The level of customer business or service has decreased, but work can continue reasonably, with only efficiency reduced |
Initial response: 4 hours or less |
Allocate appropriate resources to keep working continuously Accurate case owner contact information |
| C |
Minimum business impact: The customer's business is running smoothly with or without service barriers |
Initial response: 8 hours or less |
Accurate case owner contact information |
1 Class A severity support is available only to customers who have signed the 21Vianet Premium online service agreement (purchasing services through the sales team).
2 21Vianet may reduce the severity level if the customer fails to provide sufficient resources or respond appropriately to enable 21Vianet to continue to address the issue.
Version history
1.1 Updated: September 2016
1.0 Online: September 2014
