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

The information in this article applies to:

• Microsoft Internet Information Server versions 1.0 and 2.0

SYMPTOMS

How to determine if a Support Incident is a Server Down (Severity A or Sev A) Situation.

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

RESOLUTION

The following criteria can be used to determine if this is a Server Down 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?

Question 3

Can this issue be opened for a callback the next morning during normal support hours (6 A.M. to 6 P.M. PST).

Can it wait until morning?

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.

Keywords          : iis
Version           : WINNT: 1.0,2.0
Platform          : winnt
Hardware          : ALPHA x86
Issue type        : kbinfo