Issue Severity Sample Clauses

Issue Severity. All support issues are assigned a severity level:
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Issue Severity. The Contractor shall resolve % of all System issues and requests for service, other than Updates, Upgrades, or Improvements or new features, regardless of severity level, within 24 hours and % of severity 1 issues within hour. In the event that more than one request within the same severity level is reported to the Contractor, Client Agency shall determine the priority of the requests. The severity level of a System issue shall be lowered if the Contractor implements a work-around, as approved by Client Agency that reduces the severity of the System issue. When responding to System issues or requests for service, the Contractor shall use the severity levels defined in the following table: Severity Level Description Definition Examples, including, but not limited to the following 1 Total System Failure Occurs when the System is not functioning and there is no workaround. • Application, database, or web server down • Interfaces not working • Application bug/issue stopping workflow for any/all users • Central Server is down or the workflow of an agency is not functioning. 2 Critical Failure Critical failure occurs when a crucial element in the System that does not prohibit continuance of basic operations is not functioning and there is usually no suitable work-around. • High speed scanner, printer or device down, not responding or not working correctly • Failover site is not available • Reporting server is down/users unable to create reports/users unable to access reporting database • Response time degraded • Individual User workstation issue is preventing individual user from accessing application and/or using application • Application bug/issue hindering workflow 3 Non-Critical Failure Non-Critical part or component failure occurs when a System component is not functioning, but the System is still useable for its intended purpose, or there is a reasonable workaround. • Individual user cannot print • Reports are formatted incorrectly • Individual user’s device is not working 4 Inconvenience An inconvenience occurs when System causes a minor disruption in the way tasks are performed but does not stop workflow. • Hardware is working in a manner that causes inconvenience (for example, working slowly) • Individual user has application or training question that does not affect daily productivity • ‘One off’ error occurs infrequently and cannot be easily reproduced 5 New features Occur when Client Agency requests a new feature to System functionality. Such new fea...
Sample 1

Related to Issue Severity

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  • SMOKING POLICY Smoking on the Premises is: (check one) ☐ - Permitted ONLY in the following areas: [ENTER SMOKING AREAS] ☐ - Prohibited on the Premises and Common Areas.

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  • WAGES AND CLASSIFICATIONS 14.01 Job classifications are set out in Schedule "A" of this Agreement. They shall not be changed or deleted, nor shall the jobs themselves be altered or amended without discussion with the Union.

  • Policy or Group Grievance Where a dispute involving a question of general application or interpretation occurs, or the Union has a grievance, Steps 1 and 2 may be by-passed.

  • Not Adjudicative It is clearly understood that the Committee is not adjudicative in nature. Unless otherwise agreed to by the parties, decisions of the committee are without prejudice or precedent.

  • Consensus Policies (i) At all times during the term of this Agreement and subject to the terms hereof, Registry Operator will fully comply with and implement all Consensus Policies found at xxxx://xxx.xxxxx.xxx/general/consensus- policies.htm, as of the Effective Date and as may in the future be developed and adopted in accordance with ICANN’s Bylaws and as set forth below.

  • RESPONSIBILITIES OF THE DEPARTMENT The Department agrees to:

  • Financial Review You agree to provide us with a financial statement or information on your financial condition upon our request.

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