*Indicates a required filed.

Severity Level Description:

• Critical Situation (Crit. Sit) shall mean a complete network outage of Voice, Internet, or Video service.

• “Severity 1” shall mean that a critical system is severely degraded causing severe impact on service delivery.  No alternative or bypass is available.  Severity 1 Trouble Tickets generally affect a large number of users. E.g.
  • Any element of the Core Ring/Network, access or transport, or video down
  • A remote being completely down
  • One side of a Ring/Route Down

• “Severity 2” shall mean a local network is unavailable or severely degraded causing impact to a group or route.  E.g.
  • Pole/Pedestal Damaged/Degraded
  • Line Down