The Severity Definition are as follow:

critical:

Conditions that could severely affect service, capacity/traffic, billing and maintenance capabilities.

• Includes conditions such as:
  • a loss of service that is comparable to the total loss of effective functional capability of an entire switching or transport system.
  • a reduction in capacity or traffic-handling capability such that expected loads cannot be handled.
  • any loss of safety or emergency capability (e.g., 911 calls).

major:

Conditions that could seriously affect system operation, maintenance and administration, etc.

• Includes conditions such as:
  • reduction in any capacity/traffic measurement function.
  • any loss of functional visibility and/or diagnostic capability.
  • short outages equivalent to system or subsystem outages, with accumulated duration of greater than 2 minutes in any 24 hour period, or that continue to repeat during longer periods.
  • repeated degradation of DS1 or higher rate spans or connections.
  • prevention of access for routine administrative activity.
  • degradation of access for maintenance or recovery operations.
  • degradation of the system's ability to provide any required critical or major trouble notification.
  • any significant increase in product-related customer trouble reports.
  • billing error rates that exceed specifications.
  • corruption of system or billing databases.

minor:

Problems that would not significantly impair the functioning of the system and would not significantly affect service to customers.

• These problems would not be traffic-affecting.