Problem Severity Sample Clauses
Problem Severity. Upon receipt of a properly submitted Problem, Bonitasoft shall prioritize it in accordance with the guidelines below. Problem Severity shall be defined jointly with Customer and supported by business cases where necessary. Problem Severity may be re-evaluated upon submission of a workaround. Blocking Problem — Blocking Problems are major production problems with in the Bonitasoft Software that severely impact the Customer’s production environment, or that result in a loss of production data or interruption of service, or that cause significant impact to portions of the Customer’s business operations and productivity, and no work-around exists. Bonitasoft will use continuous efforts during its normal hours of operation to provide are solution for any Blocking Problem as soon as is commercially reasonable. The Bonitasoft Problem Monitoring tool shall show such issues with a “Block” status. Non-Blocking Problem — A Non-Blocking Problem is any other problem with in the Bonitasoft Software where the Customer’s system is functioning. This includes situations where the Customer’s system is operating but in a reduced capacity, or for which Bonitasoft has provided a reasonably effective work-around. Problems existing in a non-production environment that would otherwise qualify as a Blocking Problem if they were in a production system qualify as Non-Blocking. Bonitasoft will use reasonable efforts during its normal hours of operation to provide are solution for any Non-Blocking problem as soon as is commercially reasonable. The Bonitasoft Problem Monitoring tool shall show such issues with a “Non-Blocking” status. Enhancement Request (ER) — An ER is a recommendation for future product enhancement or modification to add official support and documentation for unsupported or undocumented feature, or features that do not currently exist in the Bonitasoft Software. Bonitasoft will take ERs into consideration in the product management process, but has no obligation to deliver enhancements based on any ER. The Bonitasoft Problem Monitoring tool shall show such issues with a “Feature” status.
Problem Severity. ANDA defines three problem severity classifications for Reported Problems aligning with TL9000 R3.0 standards. In order to classify a request, ANDA technical support personnel will confirm with Customer the impact of the reported problem to determine an appropriate classification. Where parties disagree on the classification of a particular Reported Problem, Customer and ANDA technical contacts will undertake to discuss the problem with a view to reaching a mutually acceptable classification, where possible.
Problem Severity. For purposes hereof, the levels of severity for providing Support Services are defined as follows: Sev1: Emergency – an issue that prevents Visitors from receiving Content Recommendations. Sev2: Limitation – an issue or problem rendering Content Recommendations inaccurate or partially unavailable AND with significant impact on Customer’s ability to provide services to its Visitors, or ExactTarget’s ability to provide services to Customer. Sev3: Minor Defect – an issue or problem in which Content Recommendations are generally available and functionality is not significantly affected, but in which a correction or modification is required to enable the normal function and operation of the Content Recommendations.
Problem Severity. As long as Customer is current in making the payments required by the submission of payment and this Agreement, ZYRL will respond to problems reported by a Customer Representative according to the problem severity levels defined below. ZYRL reserves the right to assign or modify the Severity of a given problem if one is not provided by the Customer or if the submitted severity level does not meet, in ZYRL’s sole discretion, the definition as defined below. Severity Definition Example Critical/Down Loss of service to ZYRL Product ● Inability for Customer to access ZYRL Dashboard ● Inability for customers to use ZYRL product. ● ZYRL apps not loading at all Major Outage or problem affecting specific application or parts of Dashboard ● Inability to customize tagging on ZYRL dashboard ● Inability to customize campaign on ZYRL Dashboard ● Inability to view tagging and campaign statistics on ZYRL dashboard ● ZYRL apps not loading Average Problem results in incorrect, incomplete, or inconsistent results ● Inability to enable/disable secondary features of products or applications in the ZYRL Dashboard ● Inability to enable/disable secondary features of products or applications in the ZYRL Dashboard that do not affect app performance Minor Minor problem or request that is not time sensitive ● Intermittent issues that cannot be replicated consistently ● Minor issues to ZYRL Dashboard or application that do not affect performance ● Product change request ● Product version updates
Problem Severity. 1. The problem severity is defined by its impact on the operational A-VDGS system. There are two types of problems: (I)
a. Regular Malfunctions
b. Critical Malfunctions defined for critical subsystems
2. Section 8.5.2 defines most common faults that are considered as Regular or Critical faults. (I)
3. Any fault (HW or SW) that causes an operational subsystem not to operate with 100% capabilities and performances as defined in this tender, is considered a fault that needed to be handled and solved.
4. The Management System shall alert the Technicians and the IAA representatives via SMS or e-mail whenever a Critical malfunction occurs. These alerts processing shall be subject to the IAA’s data security policy.
5. The Management System shall enable to define the rules for Critical malfunctions alerts and reporting them down to the sub-system’s components and LRU level.
6. Refer to Chapter 3 for more detailed requirements on the Technical system situational awareness picture and fault statuses of each component.
Problem Severity. The severity of a Problem will be determined by Nortel and Seller based on the criteria in the matrix below.
Table 1-1 Problem Severity Classification: E1 Outage situation Criteria This type of Problem severely affects service, capacity /traffic, billing and maintenance capabilities and requires immediate corrective action, regardless of time of day or day of the week. A Problem that renders the service or operation of the product / solution wholly unusable or inoperative. Examples of an E1 • Total or partial network element outage • A reduction in capacity or traffic handling capability such that expected loads cannot be handled • Failure resulting in dynamic routing, switching capability or transport loss • Any loss of safety or emergency capability (e.g., emergency calls such as 911 in North America) • Loss of the system’s ability to perform automatic system reconfiguration • Inability to restart the system • Loss of billing/accounting capability • Corruption of billing or system databases that requires service affecting corrective actions • Other problems that severely affect service, capacity /traffic, billing, and maintenance capabilities or are jointly viewed by Nortel and the customer as critical. Classification: E2 Loss of redundancy This type of Problem results in potential service degradation and/or total outage. It is a serious situation not involving service degradation in a live environment, but leading to a total or partial loss of redundancy. Examples of an E2 • Loss of redundancy of critical functions (i.e. control, interface, power, cooling) • Loss of protection switching capability • **** NORTEL CONFIDENTIAL **** Short outages equivalent to system or subsystem outages not seriously impacting service with accumulated duration of greater than two minutes in any 24-hour period, or that continue to repeat during longer periods • A reduction in provisioned capacity of 5% and for a cumulative duration of more than 10 minutes per 24 hours • Repeated degradation of DS1/E1 or higher rate spans or connections • Loss of system’s ability to perform automatic system reconfiguration • Loss of access to maintenance or recovery operations • Any loss of functional visibility and/or diagnostic capability • Loss of system’s ability to provide any required system critical/major alarms • Total loss of access to provisioning. Classification: Business Critical (BC) Key to maintaining goodwill
Problem Severity. The severity of a Problem will be determined by Nortel and Seller based on the criteria in the matrix below.
Table 1-1 Problem Severity
Problem Severity. All problems are classified by the severity it causes. For the purpose of this agreement there will be three severity levels defined as: Severity 1 - Application cannot run or continued use will cause corruption of data. Severity 2 - Problem is persistent but a workaround is available. Must be addressed, but can afford to follow established procedures to migrate the fix to the production environment. Categorized in Optics as Urgent priority. Severity 3 - Problem is intermittent, may cause minimal impact on operation of application. Work around is available. Can wait for future release to correct the problem. Characterized in Optics as High or lower priority.
Problem Severity. Nortel and Seller will mutually categorize Problems and Seller will provide Technical Support Services according to the definitions in Section 3.1 above and the priority levels set forth in the matrix below and the service level responsibilities set out in Section 3.4.