Defined Severity Levels and Response Time Clause Samples

Defined Severity Levels and Response Time. If an issue arises with the function of the Quick Module Software suite, the issue will be categorized into one of the below severity level categories and will be handled in the time limits assigned to that category. a. Severity Level 1: Defined as an urgent situation, when a part, portion, or module of the system is down and the customer is unable to use a portion of the system, or when an issue or problem occurs that may possibly endanger the State's technical environment. The Fairfax lmaging's technical support staff will accept the customer's call for assistance at the time customer places the initial call. If such staff is not immediately available, the Supplier will return customer's call within 30 minutes, during the primary period of maintenance as defined in the maintenance contract. The Supplier will resolve Severity Level 1 problems as quickly as possible, but at least, within four hours unless the Supplier has notified customer of the reason for the delay and customer approves the delay.