25-8334_Attachment_C-Severity_Levels_Chart.pdf
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- Solicitation number
- 25-8334
- Issued by
- Collier County, Florida
About this file
This document is a Severity Levels Chart (Attachment C) that details problem classifications and response requirements for a radio communication system, likely for a county government. The chart categorizes system issues into three severity levels: Critical, Major, and Minor, each with specific problem types and corresponding response time expectations. Critical level issues include major system failures, vulnerability detections, tower site outages, and significant system disruptions, requiring immediate acknowledgment within 15 minutes, initial assessment within 15 minutes, and fault restoration within 4 hours. On-site response for critical issues is expected within 2 hours, operating 7x24x365.
The response times and actions scale down for Major and Minor severity levels, with Major issues requiring event acknowledgment within 30 minutes, on-site response within 4 hours, and fault restoration within 8 hours. Minor issues have the most relaxed requirements, with event acknowledgment within 4 hours, on-site response by the next business day, and fault restoration or information completion within 5 business days. The chart provides a comprehensive framework for managing and responding to various system problems, ensuring rapid communication and resolution protocols are in place for different levels of technical incidents in the radio communication network.
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Text version
25-8334 Attachment C- Severity Levels Chart
Severity Level
Problem Type Response Time
Critical • Major system failure
• Detection of a Critical or High Risk Vulnerability
• Detection of an Indicator of Compromise
• One or more RF tower sites off-line
• 25% or more of the system talk paths unavailable
• Loss of two (2) or more dispatch consoles
• Loss of ISSI or any interoperability interface
• Loss of both Network Switching Center (NSCs)
• Loss of more than 25% of channel capacity in simulcast cluster
• Loss of the network management system
• Failure of all control points resulting in loss of simulcast operation
• Loss of “full-featured” dispatch capability (revert to backup radio dispatch)
• End user complaints affecting more than 25 users
• Backhaul system failure resulting in loss of path to (1) or more tower sites
• Radio site over temperature alarm
• UPS or -48Vdc rectifier in alarm
• Event acknowledgement, Incident ticket, and/or Telephone response within 15 minutes
• Initial assessment of extent of system impairment within 15 minutes of event acknowledgment
• Notification of the County's dispatch center and Radio support team
• Recommendation of corrective actions to take to maintain continuity of operations
• If required, on-site within 2 hours from receipt of notification, 7x24x365.
• Fault restoration within 4 hours from receipt of notification.
• Repairs requiring tower crew to be completed the following business day.
Major • Detection of a Medium Risk Vulnerability
• Detection of an Indicator of Compromise
• Significant system impairment
• End user complaints affecting more than 5 users but less than 25
• Loss of one of the two NSCs
• Loss of a redundant backhaul path
• Loss of 25% or less channel capacity in simulcast cluster
• Loss of more than 25% of channel capacity at a Multi-site
• 10% or more of the system talk paths off-line
• Loss of one (1) dispatch console
• The loss of a logging recorder interface
• Intermittent problems, interference
• Event acknowledgement, Incident ticket, and/or Telephone response within 30 minutes
• If required, on-site within 4 hours from receipt of notification, 7x24x365.
• Fault restoration within 8 hours from receipt of notification
• Repairs requiring tower crew to be completed within 3 business days.
Minor • Detection of a Low Risk Vulnerability
• System problems under monitoring
• Tower Light failure
• Loss of 25% or less of channel capacity at a Multi-site
• End user complaints affecting 5 or less users
• Operational and informational questions
• Configuration change support questions
• Event acknowledgement, Incident ticket, and/or Telephone response within 4 hours
• If required, on-site the following business day
• Fault restoration or information request completion within 5 business days from receipt of notification
File details come from the government source that posted it. Updated .