In Falcon, what are the various severity levels and what do they mean?

Note: A project is underway to replace Falcon with a service desk system from Numara Software called Footprints, scheduled to be in full production in early summer 2009. For more information, see the Service desk implementation project page.

In Falcon, you can assign severity levels to indicate the importance and urgency of contacts and incidents. Severity levels determine the alert stages for incidents.

Note: It's up to the managers of assignment groups to determine how they'll use the severity levels, but some guidelines are included in the table below.

The following table lists the various severity levels and their corresponding alert stages:

Severity level	Alert stages
1 - Critical	Stage 1:   15 minutes
	Stage 2:   30 minutes
	Stage 3:   45 minutes
	Deadline: 1 hour
Appropriate for system and service outages that affect multiple clients
2 - Major	Stage 1:   1 hour
	Stage 2:   4 hours
	Stage 3:   6 hours
	Deadline: 1 day
Appropriate for issues and requests that should be completed within one day
3 - Medium	Stage 1:   4 hours
	Stage 2:   8 hours
	Stage 3:   2 days
	Deadline: 3 days
Default and standard level for all issues and requests
4 - Low	Stage 1:   2 days
	Stage 2:   4 days
	Stage 3:   8 days
	Deadline: 14 days
Appropriate for issues and requests not immediately important to the client
5 - Very Low	No alert stages
Appropriate for issues and requests not time sensitive for the client

For instructions on selecting severity levels in Falcon, see In Falcon, how do I select the severity of a contact or an incident?

Also see:

• In Falcon, how do I escalate a contact to an incident?
• In Falcon, how do I link a contact to an incident?
• In Falcon, how do I unlink a contact from an incident?
• In Falcon, how do I select the severity of a contact or an incident?
• For Falcon at IU, how can I report a problem or ask a question?