Common use of Classification for Prioritization Clause in Contracts

Classification for Prioritization. Nginx shall initially classify Errors in accordance with the severity breakdown set forth below and based on the circumstances described by Customer. Nginx will use commercially reasonable efforts to provide the services described below for each type of Error observed. Severity ▇▇▇▇▇ ▇▇▇▇▇▇▇▇▇▇▇ ▇ ▇▇▇▇ ▇▇▇▇▇▇▇▇ Prevents Customer from continuing use of Product(s), or critically impacts core function of the Products or Customer’s environment. Causes the Products to experience downtime, or performance of the Products is severely degraded due in whole or in part to an Error. No workaround known to Customer. Nginx will use continuous efforts during the support hours shown above to provide a resolution for any Severity Level 1 Error. 2 Medium Severity Prevents Customer from continuing use of a function of the Products, but does not affect the performance or functionality of the Customer’s environment in its entirety. Impacts Customer’s ability to use the Products, the severity of which is significant and may be repetitive in nature. Nginx will use commercially reasonable efforts during its normal hours of operation to provide a resolution for any Severity 2 Errors. 3 Low Severity The reported Error is minor, not inhibiting any of the necessary functionality of the Products. Error negligibly impacts Customer’s ability to use the Products, and Products remain functional. This category may include enhancement requests, common how-to questions, and any Product issues with a viable workaround. As soon as it is commercially practicable, Nginx will use reasonable efforts during its normal hours of operation to provide a resolution for any Severity 3 Error. 4 Request for Information Includes minor, cosmetic, or documentation-related issues, and enhancement requests that are not time-sensitive. There is no impact on the Product’s existing features, functionality, performance or stability. Nginx will provide solutions in its sole discretion.

Classification for Prioritization. Nginx shall initially classify Errors in accordance with the severity breakdown set forth below and based on the circumstances described by Customer. Nginx will use commercially reasonable efforts to provide the services described below for each type of Error observed. Severity ▇▇▇▇▇ ▇▇▇▇▇▇▇▇▇▇▇. ▇ ▇▇▇▇ ▇▇▇▇▇▇▇▇ Prevents Customer from continuing use of Product(s), or critically impacts core function of the Products or Customer’s environment. Causes the Products to experience downtime, or performance of the Products is severely degraded due in whole or in part to an Error. No workaround known to Customer. Nginx will use continuous efforts during the support hours shown above to provide a resolution for any Severity Level 1 Error. 2 Medium Severity Prevents Customer from continuing use of a function of the Products, but does not affect the performance or functionality of the Customer’s environment in its entirety. Impacts Customer’s ability to use the Products, the severity of which is significant and may be repetitive in nature. Nginx will use commercially reasonable efforts during its normal hours of operation to provide a resolution for any Severity 2 Errors. 3 Low Severity The reported Error is minor, not inhibiting any of the necessary functionality of the Products. Error negligibly impacts Customer’s ability to use the Products, and Products remain functional. This category may include enhancement requests, common how-to questions, and any Product issues with a viable workaround. As soon as it is commercially practicable, Nginx will use reasonable efforts during its normal hours of operation to provide a resolution for any Severity 3 Error. 4 Request for Information Includes minor, cosmetic, or documentation-related issues, and enhancement requests that are not time-sensitive. There is no impact on the Product’s existing features, functionality, performance or stability. Nginx will provide solutions in its sole discretion.