RMA case severities?

Hi David,

 

Find below policy about severity case:

 

http://www.f5.com/pdf/customer-support/guidelines-and-policies-ds.pdf

 

Severity 1 (Urgent):

 

Software or hardware conditions on your F5 device are preventing the execution of critical business activities. The device will not power up or is not passing traffic. Security issue—Critical business impact due to an attack or vulnerability.

 

Severity 2 (High):

 

Software or hardware conditions on your F5 device are preventing or significantly impairing high-level commerce or business activities. The device is in degraded state that places your network or commerce at risk. Security issue—Severe business impact due to an attack, vulnerability, compliance, or data at risk.

 

Severity 3 (Medium):

 

Software or hardware conditions on your F5 device have degraded service or functionality for normal business or commerce activities. Network traffic through the device is causing some applications to be unreachable, or operate in a diminished capacity. Security issue—Potential or partial business impact related to mitigation, audit results, or vulnerability.

 

Severity 4 (Low):

 

Questions regarding configurations “how-to.” Troubleshooting non-critical issue or request for product functionality that is not currently part of the current product feature set. Security issue—General security-related questions and/or concerns which are not related to an immediate need.

 

When a case is logged as Severity 1, F5 Network Support Managers are immediately notified to ensure the case is assigned within the appropriate timeframe to an appropriately skilled Network Support Engineer.

 

Regards