Issue Levels Clause Samples

Issue Levels. 4.1 The following table provides a description of the different issue categories, based on their severity and impact, that Censornet uses to assign a priority to individual support cases. Priority 1 (Critical) Infrastructure outage, service disruption, system not available and no workaround exists. Priority 2 Degraded (High) The service is usable but degraded. Significant reduction experienced in system performance or unavailability of a specific function. Failure of one or more system functions making use of the systems difficult (e.g., service still running and operational, but not at full capacity). Priority 3 General (Medium) A problem, which is outside of the expected operation of the service but causes only minor inconvenience to the customer, requests for information, service requests or feature requests.