If you cannot solve the problem yourself, Blueworx Support assigns a severity level to the problem. The possible severity levels are 1 (most severe) through to 4 (least severe).
| Severity 1 |
Critical business impact This indicates that you cannot use Blueworx Voice Response, resulting in a critical impact on operations. This condition requires an immediate solution. For example, if Blueworx Voice Response does not answer the telephone correctly, or voice applications cannot run because the 3270 servers cannot use the sessions configured for them, you have a severity 1 problem. |
| Severity 2 |
Significant business impact This indicates that Blueworx Voice Response is usable but is severely limited. For example, if you can run only a small subset of your voice applications, you have a severity 2 problem |
| Severity 3 |
Some business impact This indicates that Blueworx Voice Response is usable with less significant features (not critical to operations) unavailable. For example, if voice applications are running correctly, but the system is not collecting all the report statistics, you have a severity 3 problem. |
| Severity 4 |
Minimal business impact This indicates that the problem has little impact on operations or that you have found a temporary work-around. |
If the severity of the problem changes, you can increase or decrease it by calling the Blueworx support center.