Emergency

Service problem within Nezasa application with major impact on customer business, operations or customers where a system, application or functionality is not available, it is critically corrupted or extremely degraded for a significant number of users.

• Web Down

• Security incidents: system intrusion or data theft

• No availability returned for multiple products/multiple dates for a significant number of users

• Not able to confirm any bookings

• Payment options are not available for a significant number of users

• Booking API not accessible

• …

High

A service problem within Nezasa application which has a substantial impact on customer business, operations or customers, where a system, application or functionality is not available for a significant number of users or is severely corrupted or severely degraded for a limited number of authorised users, or degraded for a significant number of authorised users

• Picture import API not accessible

• Content import API not accessible

• A high number of products are not being offered

• No booking confirmation is sent via email

• Not able to generate multiple vouchers

• …

Normal

Non-critical function or procedure within Nezasa's applications, unusable or hard to use, has an operational impact but doesn't directly impact services availability. Workaround available

• Data not showing right in some browsers

• If translations aren't allowed

• …

Low

All other incidents that are not Emergency, High or Normal

• Translations missing

• …