Cisco Cisco Computer Telephony Integration Option 9.0 User Guide

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.

Information about Cisco products, technologies, and network solutions is 
available from various online and printed sources.

Cisco Marketplace provides a variety of Cisco books, reference guides, 
documentation, and logo merchandise. Visit Cisco Marketplace, the company 
store, at this URL:

Cisco Press publishes a wide range of general networking, training and 
certification titles. Both new and experienced users will benefit from these 
publications. For current Cisco Press titles and other information, go to Cisco 
Press at this URL:

Packet magazine is the Cisco Systems technical user magazine for 
maximizing Internet and networking investments. Each quarter, Packet 
delivers coverage of the latest industry trends, technology breakthroughs, and