Initial Impact Assessment Sample Clauses

Initial Impact Assessment. (a) Interactive will determine the priority of any reported Incident based upon the Customer’s impact assessment having regard to the urgency and impact definitions in Table 1 and Table 2 below. Interactive will then allocate a priority level in accordance with Table 3 below. (b) Where there is doubt regarding impact to a significant number of users or a few users, Interactive will be conservative and classify the Incident at the next highest level. Incident or problem priority level classification may be changed later with a valid reassessment. (c) If the Customer disagrees with Interactive’s classification of an Incident, the Customer may escalate the matter to Interactive’s Contract Representative to discuss the classification, rather than Interactive assigning a higher priority.

Initial Impact Assessment. (a) Where there is doubt regarding impact to a significant number of Users or a few Users, Interactive will be conservative and classify the Incident initially at the next highest level. Interactive may adjust the Incident severity level later with a valid reassessment. (b) Where the assessed severity does not reflect the Customer’s requirements, the Customer may escalate the matter to Interactive’s Contract Representative. This is the initial step before Interactive will assign a higher severity level.