to ensure that all service requests are reported in a standard format, cisco has established severity definitions.

    severity 1 (s1)—your network is “down,” or there is a critical impact to your business operations. you and cisco will commit all necessary resources around the clock to resolve the situation.

    severity 2 (s2)—operation of an existing network is severely degraded, or significant aspects of your business operation are negatively affected by inadequate performance of cisco products. you and cisco will commit full-time resources during normal business hours to resolve the situation.

    severity 3 (s3)—operational performance of your network is impaired, but most business operations remain functional. you and cisco will commit resources during normal business hours to restore service to satisfactory levels.

    severity 4 (s4)—you require information or assistance with cisco product capabilities, installation, or configuration. there is little or no effect on your business operations.