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What are service tiers?

A service tier is a label associated with a service that indicates how critical a service is to the operation of your business. Service tiers allow you to distinguish between services that are mission-critical, and those that are useful and helpful but not essential.

All services in your system, no matter how big or how small, should be assigned a service tier. The following sections outline a scale to get you started (you can make adjustments to these recommendations as necessary to accommodate your particular business needs).

Tier 1 services are the most critical services in your system. A service is considered Tier 1 if a failure of that service will result in a significant impact to customers or to the company’s bottom line.

A Tier-2 service is one that is important to your business but less critical than a Tier 1. A failure in a Tier-2 service can cause a degraded customer experience in a noticeable and meaningful way but does not completely prevent your customer from interacting with your system.

A Tier-3 service is one that can have minor, unnoticeable or difficult-to-notice customer impact, or have limited effects on your business and systems. Customers may or may not even notice that a Tier-3 service is failing.

A Tier-4 service is a service that, when it fails, causes no significant effect on the customer experience and does not significantly affect the customer’s business or finances.

Last modified on Mar 30, 2020
Cached at 11:24 PM on Oct 20, 2020 |

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