Common use of Problem Definition Clause in Contracts

Problem Definition. Customer shall record the following information for reference and provide it to Upland: (a) error messages and indications that Customer received when the malfunction occurred; (b) what the user was doing when the malfunction occurred; (c) what steps Customer has taken to reproduce the malfunction; (d) what steps Customer may have already taken to solve the problem; and (e) system logging Severity Impact 1 Production system Defect that prevents business critical work from being done, no Workaround exists, and Defect impacts most Users; or Defect causes a material loss of Customer Data in production system; or Security-related Defect. 2 Production system Defect that prevents business critical work from being done and a Workaround exists; or Defect violates the material specifications in the Documentation and impacts Customer’s production system.