Common use of Issue Levels Clause in Contracts

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. Category Description 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.

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. Category Description 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.