Common use of Problem Classification Clause in Contracts

Problem Classification. The following Problem Classification Table definitions are used for classifying customer issues. These classifications insure consistent treatment of problems handled by support. Severity 3 (Degraded Operations) is the default severity level that all cases are initially set to unless otherwise specified by the customer or the support engineer. The support engineer handling the case will work with the customer to establish what severity should be assigned. The following are the four levels used by Active Software to prioritize a customer's problem. Problem Classification Table Error Classification Criteria The problem is affecting time-critical applications with production work at a standstill. The system is completely Severity 1 (Critical) unusable and no work around is currently known. The affected system must be for production purposes. The system is significantly impaired such that key business Severity 2 (Serious) processes can not be conducted and no known work around is currently available. Severity 3 (Degraded) The system can not function as designed however key business processes are not interrupted. Severity 4 (Minimal) Problems are low-impact. Little or no impact to daily business process.