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 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. ‌ 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.