Priority

Description

Severity 1 Service Failure

A Service Failure which, in the reasonable opinion of the Authority:

(a)  constitutes a loss of the Service which prevents more than [♦]% of Authorised Users from working18;

(b)  has a critical impact on the activities of the Authority;

(c)  has a critical impact on any service provided to the public;

(d)  causes a significant financial loss and/or disruption to the Authority; or

(e)  results in any material loss or material corruption of Authority Data

Non-exhaustive examples:

(a)  loss of power to data centre causing failure of services;

(b)  failure to issue more than [♦]% of Council Tax bills within [♦] days of required date.

Severity 2 Service Failure

A Service Failure which, in the reasonable opinion of the Authority does or has the potential to:

(a)  have a major (but not critical) adverse impact on the activities of the Authority's and/or services provided to the public and no work around is available;

(b)  cause a financial loss and/or disruption to the Authority which is more than trivial but less severe than the significant financial loss described in the definition of a Severity 1 Service Failure

Non-exhaustive examples:

(a)  corruption of a key database;

(b)  rateable value information inaccurate in respect of more than [♦] of all National Non-Domestic Rates properties in the Authority's Area.

Severity 3 Service Failure

A Service Failure which, in the reasonable opinion of the Authority, does or has the potential to:

(a)  have a major adverse impact on the activities of the Authority and/or services provided to the public which can be reduced to a moderate adverse impact due to the availability of a work around;

(b)  have a moderate adverse impact on the activities of the Authority and/or services provided to the public; or

Non-exhaustive examples:

Revenues and Benefits "change in circumstances" forms processed late in [♦]% of cases.

Severity 4 Service Failure

A Service Failure which, in the reasonable opinion of the Authority has the potential to have a minor adverse impact on the provision of the Service to Authorised Users or any service provided to the public.

Non-exhaustive examples:

A minor category of Sundry Debtor invoices not despatched in time.