Issue Severity Clause Samples

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...

Issue Severity. All support issues are assigned a severity level: 3.1 Severity 1: An error in the Software which severely affects the overall production performance of the Software’s function or process, such that a production system is non-functional and no procedural work-around exists.