{"component": "clause", "props": {"groups": [{"snippet_links": [{"key": "state-street", "type": "clause", "offset": [0, 12]}, {"key": "right-to-change", "type": "clause", "offset": [28, 43]}, {"key": "by-the-client", "type": "clause", "offset": [89, 102]}, {"key": "based-on", "type": "clause", "offset": [103, 111]}, {"key": "sole-discretion", "type": "clause", "offset": [145, 160]}, {"key": "the-situation", "type": "clause", "offset": [165, 178]}, {"key": "from-time-to-time", "type": "clause", "offset": [179, 196]}], "snippet": "State Street shall have the right to change the classification of severities as reported by the Client based on State Street\u2019 assessment, in its sole discretion, of the situation from time to time.", "samples": [{"hash": "coXZJKpX2hT", "uri": "/contracts/coXZJKpX2hT#error-classification", "label": "Analytics Reporting Services Agreement (Global Equity Long/Short Master Fund)", "score": 22.6947296372, "published": true}, {"hash": "7xn5APFU1Xl", "uri": "/contracts/7xn5APFU1Xl#error-classification", "label": "Analytics Reporting Services Agreement (Morgan Creek Global Equity Long/Short Fund)", "score": 22.6947296372, "published": true}, {"hash": "4sV7W3S5f6C", "uri": "/contracts/4sV7W3S5f6C#error-classification", "label": "Analytics Reporting Services Agreement (Morgan Creek Global Equity Long/Short Institutional Fund)", "score": 22.6947296372, "published": true}], "size": 3, "hash": "0214e7fca1cf8e1ea832960f1c6d413d", "id": 1}, {"snippet_links": [{"key": "level-classification", "type": "definition", "offset": [57, 77]}, {"key": "severe-impact", "type": "definition", "offset": [142, 155]}, {"key": "degraded-operations", "type": "definition", "offset": [219, 238]}, {"key": "essential-functions", "type": "definition", "offset": [274, 293]}, {"key": "other-errors", "type": "clause", "offset": [303, 315]}], "snippet": "4.1 The Errors are classified as follows: Error Severity Level Classification\n1. Fatal: Errors preventing all useful work from being done.\n2. Severe Impact: Errors which disable major functions from being performed.\n3. Degraded Operations: Errors disabling only certain non-essential functions, and all other Errors.\n4.2 The typical remedies for each Error Severity Level Classification at each level specified above are:", "samples": [{"hash": "c7AwO0paVro", "uri": "/contracts/c7AwO0paVro#error-classification", "label": "End User License Agreement", "score": 25.0506502396, "published": true}, {"hash": "c4x9t3J2Wml", "uri": "/contracts/c4x9t3J2Wml#error-classification", "label": "End User License Agreement", "score": 24.5468856947, "published": true}, {"hash": "6EXFMjr7MaI", "uri": "/contracts/6EXFMjr7MaI#error-classification", "label": "End User License Agreement", "score": 24.2963723477, "published": true}], "size": 3, "hash": "91d67699ae333bbb817acf7b43edf033", "id": 2}, {"snippet_links": [{"key": "the-customer-shall", "type": "clause", "offset": [30, 48]}, {"key": "according-to", "type": "definition", "offset": [204, 216]}, {"key": "category-1", "type": "clause", "offset": [246, 256]}, {"key": "business-operations", "type": "definition", "offset": [300, 319]}, {"key": "in-particular", "type": "clause", "offset": [338, 351]}, {"key": "daily-work", "type": "clause", "offset": [476, 486]}, {"key": "at-risk", "type": "definition", "offset": [491, 498]}, {"key": "system-failure", "type": "definition", "offset": [548, 562]}, {"key": "the-problem", "type": "clause", "offset": [595, 606]}, {"key": "types-of", "type": "clause", "offset": [628, 636]}, {"key": "in-relation-to", "type": "clause", "offset": [650, 664]}, {"key": "cloud-service", "type": "definition", "offset": [689, 702]}, {"key": "category-2", "type": "definition", "offset": [795, 805]}, {"key": "significant-impact", "type": "definition", "offset": [826, 844]}, {"key": "the-end-user", "type": "clause", "offset": [875, 887]}, {"key": "important-restrictions", "type": "clause", "offset": [943, 965]}, {"key": "in-performance", "type": "clause", "offset": [966, 980]}, {"key": "category-3", "type": "clause", "offset": [1188, 1198]}, {"key": "the-daily", "type": "clause", "offset": [1363, 1372]}, {"key": "category-4", "type": "definition", "offset": [1381, 1391]}, {"key": "for-the-customer", "type": "clause", "offset": [1419, 1435]}, {"key": "lowest-priority", "type": "clause", "offset": [1443, 1458]}, {"key": "right-to-re", "type": "clause", "offset": [1527, 1538]}, {"key": "original-classification", "type": "definition", "offset": [1581, 1604]}, {"key": "a-change-of", "type": "definition", "offset": [1718, 1729]}], "snippet": "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: \u2022 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. \u2022 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. \u2022 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. \u2022 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.", "samples": [{"hash": "lCqSC7TNAoT", "uri": "/contracts/lCqSC7TNAoT#error-classification", "label": "Service Level Agreement", "score": 33.4727888025, "published": true}, {"hash": "55Zw3vdBNCt", "uri": "/contracts/55Zw3vdBNCt#error-classification", "label": "Service Level Agreement", "score": 33.4176788041, "published": true}, {"hash": "hgUJvEvzkrO", "uri": "/contracts/hgUJvEvzkrO#error-classification", "label": "Service Level Agreement", "score": 25.9144421629, "published": true}], "size": 3, "hash": "d2683f12e108f1dae00ae8bc5ab5f15b", "id": 3}, {"snippet_links": [{"key": "the-customer-shall", "type": "clause", "offset": [32, 50]}, {"key": "according-to", "type": "definition", "offset": [206, 218]}, {"key": "category-1", "type": "clause", "offset": [246, 256]}, {"key": "business-operations", "type": "definition", "offset": [300, 319]}, {"key": "in-particular", "type": "clause", "offset": [337, 350]}, {"key": "daily-work", "type": "clause", "offset": [473, 483]}, {"key": "at-risk", "type": "definition", "offset": [488, 495]}, {"key": "system-failure", "type": "definition", "offset": [545, 559]}, {"key": "the-problem", "type": "clause", "offset": [592, 603]}, {"key": "category-2", "type": "definition", "offset": [605, 615]}, {"key": "significant-impact", "type": "definition", "offset": [636, 654]}, {"key": "category-3", "type": "clause", "offset": [689, 699]}, {"key": "the-daily", "type": "clause", "offset": [864, 873]}, {"key": "category-4", "type": "definition", "offset": [880, 890]}, {"key": "for-the-customer", "type": "clause", "offset": [918, 934]}, {"key": "lowest-priority", "type": "clause", "offset": [942, 957]}], "snippet": "\u200c 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:\nCategory 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.\nCategory 2: Errors that have a significant impact on the business operations of the\nCategory 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.\nCategory 4: Errors without any impact for the customer and of lowest priority, such as functional questions or routine messages.", "samples": [{"hash": "4HZmR67RDXk", "uri": "/contracts/4HZmR67RDXk#error-classification", "label": "Service Level Agreement", "score": 23.0711841205, "published": true}, {"hash": "jieuJZ00If1", "uri": "/contracts/jieuJZ00If1#error-classification", "label": "Service Level Agreement", "score": 22.5852156057, "published": true}], "size": 3, "hash": "8c87f80ba4cd3274016630790e3e0443", "id": 4}, {"snippet_links": [{"key": "buyer-representative", "type": "definition", "offset": [2, 22]}, {"key": "reporting-an-error", "type": "clause", "offset": [23, 41]}, {"key": "the-software", "type": "clause", "offset": [126, 138]}, {"key": "associated-documentation", "type": "definition", "offset": [142, 166]}, {"key": "based-on", "type": "clause", "offset": [229, 237]}, {"key": "the-criteria", "type": "clause", "offset": [238, 250]}, {"key": "classification-criteria", "type": "clause", "offset": [268, 291]}, {"key": "in-the-event", "type": "clause", "offset": [315, 327]}, {"key": "a-dispute", "type": "definition", "offset": [337, 346]}, {"key": "the-buyer", "type": "clause", "offset": [355, 364]}, {"key": "the-party", "type": "clause", "offset": [502, 511]}, {"key": "the-operations", "type": "clause", "offset": [559, 573]}, {"key": "having-knowledge", "type": "definition", "offset": [606, 622]}, {"key": "in-good-faith", "type": "definition", "offset": [677, 690]}, {"key": "business-day", "type": "clause", "offset": [731, 743]}], "snippet": "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\u2019s 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.", "samples": [{"hash": "dlBb673SVdP", "uri": "/contracts/dlBb673SVdP#error-classification", "label": "Software Licence Agreement", "score": 35.0545487535, "published": true}, {"hash": "d4FMhJ4ottB", "uri": "/contracts/d4FMhJ4ottB#error-classification", "label": "Software Licence Agreement", "score": 33.3729014623, "published": true}], "size": 2, "hash": "289ff848a4dfde6f67daba4c10ead4e8", "id": 5}, {"snippet_links": [{"key": "to-customer", "type": "clause", "offset": [18, 29]}, {"key": "error-notifications", "type": "clause", "offset": [32, 51]}, {"key": "response-times", "type": "definition", "offset": [63, 77]}], "snippet": "RAID will respond to Customer\u2019s Error notifications within the Response Times identified in Section 3.0 below. Reported errors will be classified into one of the following categories:", "samples": [{"hash": "9bf2kMuxsgb", "uri": "/contracts/9bf2kMuxsgb#error-classification", "label": "Support Services Agreement", "score": 31.0635789257, "published": true}], "size": 1, "hash": "1441b9c3fe8864f68c7cd28de0ac08a2", "id": 6}, {"snippet_links": [{"key": "the-customer-shall", "type": "clause", "offset": [32, 50]}, {"key": "according-to", "type": "definition", "offset": [206, 218]}, {"key": "category-1", "type": "clause", "offset": [246, 256]}, {"key": "business-operations", "type": "definition", "offset": [300, 319]}, {"key": "in-particular", "type": "clause", "offset": [338, 351]}, {"key": "daily-work", "type": "clause", "offset": [476, 486]}, {"key": "at-risk", "type": "definition", "offset": [491, 498]}, {"key": "system-failure", "type": "definition", "offset": [548, 562]}, {"key": "the-problem", "type": "clause", "offset": [595, 606]}, {"key": "category-2", "type": "definition", "offset": [610, 620]}, {"key": "significant-impact", "type": "definition", "offset": [641, 659]}, {"key": "the-end-user", "type": "clause", "offset": [690, 702]}, {"key": "important-restrictions", "type": "clause", "offset": [758, 780]}, {"key": "in-performance", "type": "clause", "offset": [781, 795]}, {"key": "category-3", "type": "clause", "offset": [818, 828]}, {"key": "the-daily", "type": "clause", "offset": [993, 1002]}, {"key": "category-4", "type": "definition", "offset": [1011, 1021]}, {"key": "for-the-customer", "type": "clause", "offset": [1049, 1065]}, {"key": "lowest-priority", "type": "clause", "offset": [1073, 1088]}, {"key": "right-to-re", "type": "clause", "offset": [1157, 1168]}, {"key": "original-classification", "type": "definition", "offset": [1211, 1234]}, {"key": "a-change-of", "type": "definition", "offset": [1348, 1359]}], "snippet": "\u200c 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:\nCategory 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. \u2022 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. \u2022 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. \u2022 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.", "samples": [{"hash": "jzPX2HpdW5p", "uri": "/contracts/jzPX2HpdW5p#error-classification", "label": "Service Level Agreement", "score": 25.8213552361, "published": true}], "size": 1, "hash": "37a4da251500a502d6afa87c66cac586", "id": 7}, {"snippet_links": [{"key": "customer-reports", "type": "definition", "offset": [5, 21]}, {"key": "in-consultation-with", "type": "definition", "offset": [49, 69]}, {"key": "according-to", "type": "definition", "offset": [108, 120]}, {"key": "tracking-system", "type": "definition", "offset": [225, 240]}], "snippet": "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\u2019s tracking system.", "samples": [{"hash": "gZjNUZfFYbl", "uri": "/contracts/gZjNUZfFYbl#error-classification", "label": "Service Level Agreement", "score": 26.4483230664, "published": true}], "size": 1, "hash": "bce6c88308c656c8fd7198814305d8b3", "id": 8}, {"snippet_links": [{"key": "according-to", "type": "definition", "offset": [61, 73]}, {"key": "to-customer", "type": "clause", "offset": [119, 130]}, {"key": "red-alert", "type": "definition", "offset": [143, 152]}, {"key": "business-impact", "type": "definition", "offset": [203, 218]}, {"key": "the-customer", "type": "definition", "offset": [346, 358]}, {"key": "acceptable-workaround", "type": "definition", "offset": [379, 400]}, {"key": "significant-impact", "type": "definition", "offset": [462, 480]}, {"key": "affected-by", "type": "definition", "offset": [647, 658]}, {"key": "customer-system", "type": "clause", "offset": [676, 691]}, {"key": "data-corruption", "type": "clause", "offset": [860, 875]}, {"key": "security-breach", "type": "clause", "offset": [879, 894]}, {"key": "inability-to", "type": "clause", "offset": [908, 920]}, {"key": "new-application", "type": "definition", "offset": [927, 942]}, {"key": "production-dates", "type": "clause", "offset": [960, 976]}, {"key": "error-corrections", "type": "definition", "offset": [1007, 1024]}, {"key": "business-operations", "type": "definition", "offset": [1115, 1134]}, {"key": "project-completion", "type": "definition", "offset": [1136, 1154]}, {"key": "severity-1", "type": "definition", "offset": [1437, 1447]}, {"key": "the-criteria", "type": "clause", "offset": [1466, 1478]}, {"key": "time-period", "type": "definition", "offset": [1543, 1554]}, {"key": "supplier-shall", "type": "clause", "offset": [1564, 1578]}, {"key": "respond-to", "type": "definition", "offset": [1579, 1589]}, {"key": "section-54", "type": "clause", "offset": [1659, 1670]}, {"key": "corrective-action", "type": "definition", "offset": [1679, 1696]}, {"key": "defined-above", "type": "clause", "offset": [1935, 1948]}, {"key": "error-severity-levels", "type": "definition", "offset": [1950, 1971]}, {"key": "loss-of", "type": "definition", "offset": [2401, 2408]}, {"key": "future-business", "type": "clause", "offset": [2423, 2438]}, {"key": "reference-account", "type": "definition", "offset": [2449, 2466]}, {"key": "upper-level", "type": "definition", "offset": [2558, 2569]}, {"key": "technical-staff", "type": "definition", "offset": [2585, 2600]}, {"key": "trained-personnel", "type": "definition", "offset": [2652, 2669]}, {"key": "severity-2", "type": "definition", "offset": [2750, 2760]}, {"key": "severity-3", "type": "clause", "offset": [2854, 2864]}, {"key": "severity-4", "type": "definition", "offset": [2957, 2967]}, {"key": "essential-functionality", "type": "definition", "offset": [2991, 3014]}], "snippet": "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:\n1. The degree the Error impacts Sun's customer (\"Impact\"); and\n2. 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 its own separate category requiring involvement of Sun's upper level management and technical staff, and Supplier's management and Supplier's Properly Trained Personnel. Severity 1: Critical impact on primary functionality, unusable, no Workaround. Severity 2: Significant impact on primary functionality, or critical impact on secondary functionality. Severity 3: Limited impact on primary functionality, or significant impact on secondary functionality. Severity 4: Limited impact on non-essential functionality, or non-problematic issue.", "samples": [{"hash": "bQFVq1WlAuC", "uri": "/contracts/bQFVq1WlAuC#error-classification", "label": "Product Purchase Agreement (Dot Hill Systems Corp)", "score": 21.0, "published": true}], "size": 1, "hash": "8775b6edf523c6d04332aeddd52ca655", "id": 9}, {"snippet_links": [{"key": "classification-scheme", "type": "definition", "offset": [23, 44]}, {"key": "cloud-services", "type": "clause", "offset": [84, 98]}, {"key": "type-of", "type": "definition", "offset": [109, 116]}, {"key": "error-description", "type": "clause", "offset": [117, 134]}, {"key": "level-1", "type": "clause", "offset": [135, 142]}, {"key": "critical-error", "type": "definition", "offset": [143, 157]}, {"key": "the-system", "type": "definition", "offset": [158, 168]}, {"key": "functions-of-the", "type": "clause", "offset": [203, 219]}, {"key": "no-work", "type": "clause", "offset": [264, 271]}], "snippet": "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.", "samples": [{"hash": "727swpzc9fJ", "uri": "/contracts/727swpzc9fJ#error-classification", "label": "Service Level Agreement (Sla)", "score": 24.0896646133, "published": true}], "size": 1, "hash": "c82dbbfa6a55f47bedd81d4c2a17efb0", "id": 10}], "next_curs": "Cl0SV2oVc35sYXdpbnNpZGVyY29udHJhY3RzcjkLEhZDbGF1c2VTbmlwcGV0R3JvdXBfdjU2Ih1lcnJvci1jbGFzc2lmaWNhdGlvbiMwMDAwMDAwYQyiAQJlbhgAIAA=", "clause": {"size": 27, "parents": [["entire-agreement", "Entire Agreement"], ["miscellaneous", "Miscellaneous"], ["error-classification-response-and-resolution", "Error Classification, Response and Resolution"], ["governing-law", "Governing Law"], ["errors-and-corrections", "Errors and Corrections"]], "children": [["priority-3-error", "Priority 3 Error"], ["", ""], ["test-suites-and-support-tools", "Test Suites and Support Tools"], ["testing", "Testing"]], "title": "Error Classification", "id": "error-classification", "related": [["job-classification", "Job Classification", "Job Classification"], ["tax-classification", "Tax Classification", "Tax Classification"], ["new-classification", "New Classification", "New Classification"], ["job-classifications", "JOB CLASSIFICATIONS", "JOB CLASSIFICATIONS"], ["new-job-classifications", "New Job Classifications", "New Job Classifications"]], "related_snippets": [], "updated": "2025-07-07T12:37:53+00:00"}, "json": true, "cursor": ""}}