What is a Severity 1 incident?
A Severity 1 incident is a situation where the application is essentially rendered useless and prevents all, or the majority, of users from accessing or using the application for its primary purpose.
Community - Severity 1 Definition
At least 50% of users are experiencing one or more of the following problems:
Note: Any of the same issues happening only on the stage community would not classify as a Severity 1 incident. In these situations, a normal Support ticket should be filed via the case portal or by emailing firstname.lastname@example.org.
Lithium Social Web - Severity 1 Definition
Lithium Reach - Severity 1 Definition
Who do I contact if there's a Severity 1 incident?
What information should I provide?
When reporting and outage, to expedite turnaround time please provide the following:
What is your Service Level Agreement (SLA) on Severity 1 incidents?
Support on severity 1 incidents is available 24 hours a day, 7 days a week, including published holidays.
Do you have a server status page to check for real-time updates?