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Severity Level and Priorities

Severity level & priorities for FMS service :

Priority Severity Level 1 Severity Level 2 Severity Level 3
VIP users Any issue for critical/VIP ( As defined by CEG) users assets    
High Affecting more than 30 users Affecting more than 10 users and less than 30 users Affecting less than 10 users
Medium Affecting more than 60 users Affecting more than 30 users and less than 60 users Affecting less than 30 users
Low Affecting more than 100 users Affecting more than 50 users and less than 100 users Affecting less than 50 users


 FMS Ticket resolution time once ticket logged by user :

Severity Resolution Time( working hours)
Severity Level – 1 (S1) 6 hrs ( ReS1)
Severity Level – 2  (S2) 9 hrs  (ReS2)
Severity Level – 3  (S3) 12 hrs (ReS3)
Any change management request which shall include upgradation of an asset/system software or installation of a new software. 24 hrs(ReCM)
Replacement of components where standby is provided (Crep) 6 days (ReCrep)


Excluding holidays and extended business hours

Last Updated: 28-05-2019 04:16 PM Updated By: Admin


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