Contact
Severity levels
Severity 1 — Critical
Incidents causing significant impact on operations. Examples include:- Complete outage of WebOrion Monitoring Services
- Monitoring halted for more than 5× the polling interval
- Front-end portal continuously inaccessible for more than 1 hour
Severity 2 — Minor
Issues causing minimal impact with a workaround available. Examples include:- Front-end portal intermittently inaccessible for more than 1 hour
- Request for onboarding/offboarding of user accounts
- Security checks (CVE assessment with CVSS score > 9)
Severity 3 — Informational
General inquiries or requests not impacting operations. Examples include:- External integration support (e.g. SIEM)
- Request for onboarding/offboarding of URLs
- Security checks (CVE assessment with CVSS score < 9)
- Feature requests
- Knowledge transfer
- Alert investigations and subsequent fine-tuning
- Configuration enquiries