Common use of Issue Classification Clause in Contracts

Issue Classification. Upon receipt of a support request, The Alliance, at its sole discretion, assigns a severity level to a support request according to the following criteria7: • Severity 1 – critical: an incident renders the Service unavailable and affects a large number of users in production; • Severity 2 – severe: a significant problem affecting a limited number of users in production and results in the Service being substantially non-functional or inoperative;