Technical Support Severity Levels
The Severity level is a measure of the relative impact of an issue on Customer systems or business. Symantec will work to accurately define the severity of the incident to ensure a timely response as outlined as follows.
Critical (Severity 1)
Major (Severity 2)
Minor (Severity 3)
Cosmetic (Severity 4)
For the Business Critical Support offering, target time commitments for a Severity 1 Error apply to incidents logged 24x7. Telephone Support should be utilized when reporting all Severity 1 Errors, followed by an email to Symantec Technical Support detailing the Incident. Target time commitments for Severity 2-4 apply to Incidents logged during normal business hours.
For External Customers