T/SHQAII 102-2022 Guidelines for Defining Levels of Service Faults in E-commerce SaaS Systems

Scope

Scope: This document provides guidance on the classification of e-commerce SaaS system failures and the factors to be considered. This document is applicable to the classification of all SaaS system failures in the e-commerce industry. **Main Technical Content**: 5. Classification by Failure Level and Impact: - P0: Affects overall operations. - P1: Affects core operations. - P2: Major functions and business processes cannot function normally. - P3: Secondary functions are abnormal or some major functions are abnormal, but the core shipping process is not affected. 5.2 Classification by Severity: - Light: Minor impact. - Moderate: Moderate impact. - Severe: Serious impact. 6. Factors to Consider: - Business impact: - Customer impact: - Duration of impact: - Amount of financial loss: - Time required for recovery: - In specific scenarios, settlement delays should also be considered. 7. Classification of System Failures: - Classification of system failure levels is shown in Table 1. - Classification of system failure severity is shown in Table 2.

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