Common use of Incident Classification Clause in Contracts

Incident Classification. (a) Interactive will determine the severity of any reported Incident based upon the Customer’s impact assessment, having regard to the urgency and impact factors in Table A and Table B. Interactive will then allocate a severity level in accordance with Table C. (b) The Customer’s callers to the Service Desk must define the level or urgency of the Incident in accordance with Table A and define the impact of the Incident in accordance with Table B. (c) Notwithstanding the urgency or impact factors: (i) Interactive will classify any Incident Calls placed by the Customer by email or online as Severity 3 or 4 incidents; and (ii) Severity 1 or 2 incidents Incident Calls must be placed by the Customer by phone calls. Critical business function impacted. Important business function is impacted. Administration activities impacted. Business function continues. All Customer Users are affected. All business unit or department Users are affected. All team Users are affected. Only an individual is affected.

Incident Classification. (a) Interactive will determine the severity of any reported Incident based upon the Customer’s impact assessment, having regard to the urgency and impact factors in Table A and Table B. Interactive will then allocate a severity level in accordance with Table C. (b) The Customer’s callers to the Service Desk must define the level or urgency of the Incident in accordance with Table A and define the impact of the Incident in accordance with Table B. (c) Notwithstanding the urgency or impact factors: (i) Interactive will classify any Service Call for an Incident Calls placed by the Customer by email or online as Severity 3 or 4 incidents; and (ii) Severity 1 or 2 incidents Service Calls for an Incident Calls must be placed by the Customer by phone calls. Critical business function impacted. Important business function is impacted. Administration activities impacted. Business function continues. All Customer Users users are affected. All business unit or department Users users are affected. All team Users users are affected. Only an individual is affected.