Error Classification Clause Samples

Error Classification. 4.1 The Errors are classified as follows: Error Severity Level Classification 1. Fatal: Errors preventing all useful work from being done. 2. Severe Impact: Errors which disable major functions from being performed. 3. Degraded Operations: Errors disabling only certain non-essential functions, and all other Errors. 4.2 The typical remedies for each Error Severity Level Classification at each level specified above are:

Error Classification. Upon observing a valid Error, the Customer shall describe it, collect evidence, classify its severity and report such description, evidence and classification through a Ticket. Errors shall be classified according to their severity as follows: • Category 1: Errors that have a critical impact on the business operations of the End- user, in particular, some major features are unavailable, severely disturbed or fre- quently interrupted. The End-user cannot carry out his/her daily work, is at risk of losing data or is under the threat of a total system failure. There is no way to work around the problem. Excluded are: - All types of user queries in relation to the handling of the PTV Cloud Service. - All types of parameter settings. - All types of graphical settings and screen layouts. • Category 2: Errors that have a significant impact on the business operations of the End user. The Maintained Product continues to perform, but with important restrictions in performance or functionalities. Excluded are: - All types of user queries in relation to the handling of the PTV Cloud Service. - All types of parameter settings. - All types of graphical settings and screen layouts. • Category 3: Errors that have moderate impact on the business operations of the End user. Performances or functions are temporarily or partially restricted, affecting slightly the daily work. • Category 4: Errors without any impact for the customer and of lowest priority, such as functional questions or routine messages. PTV reserves the right to re-classify the Error if it appears that the original classification was not reflecting its real severity or if subsequent corrections have been partly imple- mented and have caused a change of severity.

Error Classification. ‌ Upon observing a valid Error, the Customer shall describe it, collect evidence, classify its severity and report such description, evidence and classification through a Ticket. Errors shall be classified according to their severity as follows: Category 1: Errors that have a critical impact on the business operations of the End-user, in particular, some major features are unavailable, severely disturbed or frequently interrupted. The End-user cannot carry out his/her daily work, is at risk of losing data or is under the threat of a total system failure. There is no way to work around the problem. Category 2: Errors that have a significant impact on the business operations of the Category 3: Errors that have moderate impact on the business operations of the End-user. Performances or functions are temporarily or partially restricted, affecting slightly the daily work. Category 4: Errors without any impact for the customer and of lowest priority, such as functional questions or routine messages.

Error Classification. A Buyer Representative reporting an error or defect will make an initial nonbinding classification of each error or defect in the Software or associated Documentation and will report such error or defect to Clinical Architecture based on the criteria set forth in the Classification Criteria table in Section 2(c). In the event there is a dispute between the Buyer Representative and Clinical Architecture regarding the classification of an error or defect, such dispute shall be promptly escalated to the party’s respective officers with responsibility over the operations (and who shall call upon others having knowledge or expertise, as applicable) who shall work together, in good faith, to resolve such dispute within one (1) Business Day.

Error Classification. RAID will respond to Customer’s Error notifications within the Response Times identified in Section 3.0 below. Reported errors will be classified into one of the following categories:

Error Classification. ‌ Upon observing a valid Error, the Customer shall describe it, collect evidence, classify its severity and report such description, evidence and classification through a Ticket. Errors shall be classified according to their severity as follows: Category 1: Errors that have a critical impact on the business operations of the End- user, in particular, some major features are unavailable, severely disturbed or fre- quently interrupted. The End-user cannot carry out his/her daily work, is at risk of losing data or is under the threat of a total system failure. There is no way to work around the problem. • Category 2: Errors that have a significant impact on the business operations of the End user. The Maintained Product continues to perform, but with important restrictions in performance or functionalities. • Category 3: Errors that have moderate impact on the business operations of the End user. Performances or functions are temporarily or partially restricted, affecting slightly the daily work. • Category 4: Errors without any impact for the customer and of lowest priority, such as functional questions or routine messages. PTV reserves the right to re-classify the Error if it appears that the original classification was not reflecting its real severity or if subsequent corrections have been partly imple- mented and have caused a change of the severity.

Error Classification. When Customer reports an Incident, Entrust will, in consultation with Customer, first classify the Incident according to its severity and nature into one of the categories below. The Incident will then be logged in Entrust’s tracking system.

Error Classification. Sun shall classify each Error reported in an Escalation Call according to the following criteria: IMPACT: Error IMPACT to customer's operation Red Alert: Significant or potentially significant financial/business impact to customer. Critical: System is down or effectively unusable as a result of the Error, or the Error causes critical impact on the customer's operation with no acceptable Workaround. Significant: System is up and running, but the Error causes significant impact and has no acceptable Workaround. Limited: System is up and running, and the Error causes only limited or insignificant impact. FUNCTIONALITY: Customer FUNCTIONALITY affected by Error Red Alert: Customer system is or is susceptible to being rendered down and/or unusable. Functionality affected by the Error may include Customer experiencing or being susceptible to experiencing data corruption, a security breach or exposure, inability to run a new application or a miss in key production dates. No acceptable Workarounds or Error Corrections are available. Primary: Functionality used to perform tasks considered to be essential to business operations, project completion or normal productivity of end-user. Secondary: Functionality used to perform tasks considered to be important, but not primary to immediate business operations. Nonessential: Functionality that is not important and infrequently used. SEVERITY: The Severity level of an Error (e.g., Severity 1) is determined by the criteria set forth below and in the Severity Matrix, and establishes the time period by which Supplier shall respond to an Escalation Call and perform an Error Correction, as elaborated in Section 5.4 ("Error Corrective Action"). Two components establish the Severity of an Error: 1. The degree the Error impacts Sun's customer ("Impact"); and 2. Sun's customer functionality affected by the Error ("Functionality"). Both Impact and Functionality are described and defined above. Error Severity levels range from Red Alert (most severe) to 4 (least severe): Red Alert: Most severe and critical or potentially critical impact on customer's system with primary functionality unusable or susceptible to becoming unusable and no Workaround. Significant or potentially significant financial/business impact to customer. Red Alerts also include Errors that may have a significant financial and/or image impact to Sun including potential loss of current sale, future business, positive reference account/product status, etc. Red Alert is...

Error Classification. In the following error classification scheme is used for possible errors of the EQS Cloud Services. Severity Type of error Description Level 1 Critical error The system does not work at all or important functions of the system are severely restricted and there is no work around.