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Jaques_239956's avatar
Jaques_239956
Icon for Altocumulus rankAltocumulus
Sep 02, 2016
Solved

Call severity levels

Good day,

 

Out of the 4 levels that we can log a case to support. Under which level would the following fall:

 

You have an HA pair, active device went down and standby took over. Is this not a sev 2 as the site is at risk of going down?

 

Thanks

 

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  • BinaryCanary_19's avatar
    BinaryCanary_19
    Sep 02, 2016

    Yes, if the standby device is currently down and cannot be brought back online, and you're running with only one healthy device.

     

    If its was a temporary failure and you're looking for an explanation of what happened, then you could lower severity.

     

    It's also important to consider that as the case progresses, it doesn't necessarily have to retain the severity level that it started out with. That is, a case can start out as a Sev 2 and become a Sev 1 (hopefully not :) ) but it can also start out as a Sev 2 and become a Sev 3 or 4.

     

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  • BinaryCanary_19's avatar
    BinaryCanary_19
    Historic F5 Account
    Sep 02, 2016

    Yes, if the standby device is currently down and cannot be brought back online, and you're running with only one healthy device.

     

    If its was a temporary failure and you're looking for an explanation of what happened, then you could lower severity.

     

    It's also important to consider that as the case progresses, it doesn't necessarily have to retain the severity level that it started out with. That is, a case can start out as a Sev 2 and become a Sev 1 (hopefully not :) ) but it can also start out as a Sev 2 and become a Sev 3 or 4.