Common use of Error Priority Levels Clause in Contracts

Error Priority Levels. Errors shall be categorized according to the following priority levels: Priority Level Description Example P1 A service failure, or severe degradation, Service is down and not where Customer is unable to access any accessible by Customer. Covered Service Service is slowed to such a degree that Customer cannot use the service, resulting in consistent service unavailable or similar errors P2 A partial service failure, or mild Customer lacks degradation, where Customer is able to write-access to the Covered access some but not all Covered Service Service (excluding scheduled Downtime); Customer can access the Covered Service, but performance is slow, sometimes resulting in service unavailable or similar errors P3 A minor service impact, where Customer is able to access almost all Covered Service A non-critical impact on Covered Service, such as random inaccessibility of the service P4 Covered Service feature enhancement, where Customer is able to access the Covered Service, but is requesting a service enhancement A feature enhancement request P1 incidents are only applicable to Covered Services running on Customer’s respective “live”/production system. All incidents reported on Customer’s non-production system shall be designated no higher than P2 by default. Priority levels and incident handling depends on the Customer success package purchased (“Standard” or “Premium”) as defined in the next section.

Error Priority Levels. Errors shall be categorized according to the following priority levels: Priority Level Description Example P1 A service failure, or severe degradation, Service is down and not where Customer is unable to access any accessible by Customer. Covered Service Service is slowed to such a degree that Customer cannot use the service, resulting in consistent service unavailable or similar errors P2 A partial service failure, or mild Customer lacks degradation, where Customer is able to write-access to the Covered access some but not all Covered Service Service (excluding scheduled Downtime); Customer can access the Covered Service, but performance is slow, sometimes resulting in service unavailable or similar errors P3 A minor service impact, where Customer is able to access almost all Covered Service A non-critical impact on Covered Service, such as random inaccessibility of the service P4 Covered Service feature enhancement, where Customer is able to access the Covered Service, but is requesting a service enhancement A feature enhancement request P1 incidents are only applicable to Covered Services running on Customer’s respective “live”/production system. All incidents reported on Customer’s non-production system shall be designated no higher than P2 by default. Priority levels and incident handling depends on the Customer success package purchased (“StandardBasic” or “Premium”) as defined in the next section.