How to Determine a Server Down (Sev A) Situation for IIS (159454)

We strongly recommend that all users upgrade to Microsoft Internet Information Services (IIS) version 6.0 running on Microsoft Windows Server 2003. IIS 6.0 significantly increases Web infrastructure security. For more information about IIS security-related topics, visit the following Microsoft Web site:

http://www.microsoft.com/technet/security/prodtech/IIS.mspx

SYMPTOMS

How to determine if a Support Incident is a server down (Severity A/Sev A) situation.

NOTE: Below are general guidelines on how to determine if an Internet Information Server service request is a server down (Sev A) condition. These are general guidelines and not absolute rules.

RESOLUTION

The following criteria can be used to determine if this is a Sev A situation.

Question 1

Has this server worked previously?

This is a server that has been up and running and is no longer functioning. This is not a test server or an MSDN incident.

Question 2

Will your business be adversely affected due to this server not working?

Will there be loss of customers, business, revenue due to this server not functioning?

If this computer, with its current configuration and operating system (OS), has been previously working and/or there will be a loss of business, revenue, and/or productivity and/or this issue cannot be opened and deferred for callback in the morning, this could be considered appropriate and handled according to Sev A guidelines.