Datasheet

McAfee Gold Support Handbook 15
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Severity definitions
McAfee defines the “severity” of an issue based on how it impacts your ability to conduct
business. A severity code is associated with all service requests, failures, and enhancement
requests to indicate the impact and the urgency of the request.
Severity 1—Business has stopped
• Your organization cannot conduct business or business is severely impacted
• The product is not functioning
• Internet connectivity or email flow has stopped
• Your organization is unable to provide available virus protection to the network
• There is no viable workaround for this issue
Severity 2—Business is severely impeded
• Your organization’s business is impeded but can continue to operate
• A major product feature, such as reporting or updating, is not functioning
• There are widespread symptoms across your organization’s infrastructure
• Issues include installation failures, conflicts with major brand software, or specific
email flow problems
• Your organization is generally able to provide available virus protection to the
network, but specific resources cannot be updated
Severity 3—Business is impacted, but your organization can function normally
• Your organization’s ability to conduct business is not affected
• Symptoms affect a single system or isolated parts of the environment
• Specific functionality is not working
Severity 4—Business is not affected, but there are noticeable problems
• Your organization’s ability to conduct business is not affected
• Symptoms affect only a few systems
• Functionality loss has an easy workaround
Severity 5—Requests for information or feature modifications
• Requests for product documentation or other information that does not require
troubleshooting and issue resolution
• Requests for modifications to the functionality or design of McAfee products