Troubleshooting guide

Chapter 13 Check Point Support Information Problem Severity Definitions
Advanced Technical Reference Guide 4.1 • June 2000 137
Problem Severity Definitions
Severity 1
error
An error that renders product inoperative or causes the product to fail catastrophically; e.g.
major system impact, system down. A reported defect in the licensed product which cannot
be reasonably circumvented, in which there is an emergency condition that significantly
restricts the use of the licensed product to perform necessary business functions. Inability
to use the licensed product or a critical impact on operation requiring an immediate
solution.
Severity 2
error
An error that substantially degrades the performance of the product or materially restricts
business; e.g. moderate system impact, system hanging. This classification is a reported
defect in the licensed product which restricts the use of one or more features of the
licensed product to perform necessary business functions but does not completely restrict
use of the licensed product. Ability to use the licensed product, but an important function is
not available and operations are severely impacted.
Severity 3
error
An error that causes only a minor impact on the use of the product; e.g. minor system
impact, performance/operational impact. The severity level three defect is a reported
defect in the licensed product that restricts the use of one or more features of the licensed
product to perform necessary business functions. The defect can be easily circumvented.
The error can cause some functional restrictions but it does not have a critical or severe
impact on operations.
Severity 4
error
A reported anomaly in the licensed product which does not substantially restrict the use of
one or more features of the licensed product to perform necessary business functions. This
is a minor problem and is not significant to operation. Anomaly may be easily circumvented
or may need to be submitted to Research and Development as a request for
enhancement.
Software Versions Supported
Check Point will provide Support to authorized, registered customer with active Support Contracts for the
current and the immediately Previous Sequential Major Release of the Check Point Software.
Previous Sequential Major Release is a release of product, which has been replaced, by a subsequent release of
thesameproduct.
Notwithstanding anything else, Check Point will Support the previous sequential release only for a period of
eighteen (18) months after release of the subsequent release. (That means that Check Point will only Support the
older version of the Software for eighteen months after a new version comes out.)
Escalation Procedure
Regardless of the total elapsed time of an outstanding ticket, the point of escalation is initiated at the
engineering level, escalated to the Team Lead, and followed by the Support Center Manager(s).
Should an issue require managerial attention, any Technical Services team member will, upon request, connect
customer to a manager directly. The formal manager escalation path for all Check Point office locations is as
follows:
• Technical Services Team Leader
• Technical Services Manager, Corporate Manager, OEM Manager, Bench Test Manager, Escalations
Manager
• Technical Services Director, Escalations Director
• Vice President-World Wide Technical Services
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