Common use of Error Classification Clause in Contracts

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.