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Critical Issue Handling Severity & Requests for Management Attention ORACLE PRODUCT LOGO Critical Issue Handling Severity & Requests for Management Attention Chris Warticki Global Customer Management

Understanding Support Process – Severity Severity = Business Impact Severity Level Business Impact Technical Impact 1st Response Update Frequency Resolution Time Severity Level 1 Mission Critical < 1 Hour (Telephone Preferred) Continual Updates 24x7 Co-Owned Severity Level 2 Serious Communication Preference Multiple Updates 24-48 Hrs. Severity Level 3 Minor Updates 2-3 Business Days Severity Level 4 No 3-5 Business Days Partnership Identifying the severity of an issue is a very important part of the Service Request process. Since our customers are the most familiar with the business impact of their issue, it is crucial that they translate that business impact into support terminology, ensuring that the severity level is set appropriately and represents the urgency of their issue. Let’s review the different severity levels: Severity Level 4 implies that the issue you are running into results in no loss of service or resources. This is more of a minor error or notification of documentation error. It could also be a request for assistance in finding documentation or clarification. Customers can select from a variety of communication preferences and expect an update frequency of 3-5 Business days. Severity Level 3 implies that the problem or product defect is causing a minimal loss of service. In this case the impact is more of a minor error or an inconvenience and does not impact your ability to complete your work. These issues generally have a simple workaround. Customers can select from a variety of Communication preferences and expect an update frequency of 2-3 Business days. Severity Level 2 implies that the problem or product defect is causing a severe loss of service. There is no customer-acceptable workaround, which means there may be a workaround but it may be as painful as the problem itself. In a severity 2 situation your operations can continue but they continue in a restricted fashion. Customers can select from a variety of Communication preferences and expect an update frequency of 24 – 48 hours. Severity Level 1 is our most critical severity level. In a severity 1 situation, the problem or product defect causes a complete loss of service and work within your organization cannot reasonably continue. The work in question is mission critical, it is critical to your business and the situation is an emergency. Severity 1 issues are worked by support 24 x 7. Because of this, customers are required to provide 24X7 contact information so that the SR solution process can run smoothly. Severity levels generally apply to a production system, but if you are within a few days of a go live or a critical milestone and you run into a showstopper which will impact your ability to meet your go live date, this would also fall into the Severity 1 category. I left the Resolution Time column for last. It has been my experience that the overall resolution time for a Service Request depends on the partnership between the Support Engineer and Customer. Both groups must work together to find a solution as quickly as possible. Support Engineers are always monitoring your Service Request. Customers that take an active monitoring role of their Service Requests tend to get their issues resolved much more quickly than customers that don’t.

Request Support Management Attention Addressing Customer Service Delivery & Concerns Call 800-223-1711 (U.S) or Country Specific & Micros Accessibility and Accountability from Support Management RMA and Severity are different processes Severity Increases and Sev1 are not RMA Support Manager Attention yields; Management Contact Action Plan Review SR Who / What / When ? Severity and Escalated Status Communication Plan

Q&A

Bringing Management Attention to the Service Request Severity vs. Support Management Attention Severity Mgr. Attention Business Impact Bringing Management Attention to the Service Request Severity Level Business Impact Technical Impact 1st Response Update Frequency Resolution Time Severity Level 1 Mission Critical < 1 Hour (Telephone Preferred) Continual Updates 24x7 Co-Owned Severity Level 2 Serious Communication Preference Multiple Updates 24-48 Hrs. Severity Level 3 Minor Updates 2-3 Business Days Severity Level 4 No 3-5 Business Days Initate via the 800# Escalation & Severity are different processes Accessibility & Accountability from Support Mgmt. Sev Increases and Sev1 are not Escalations Escalations yield Management Contact Action Plan Communication Plan