Problem Severity Classification Clause Samples
The Problem Severity Classification clause defines how issues or defects are categorized based on their impact or urgency. Typically, this clause outlines different severity levels—such as critical, major, or minor—and provides criteria or examples for each category, guiding how problems are prioritized and addressed. By establishing a clear framework for classifying problems, this clause ensures that the most serious issues receive prompt attention, thereby improving response times and resource allocation.
Problem Severity Classification. Severity Description
Problem Severity Classification. The following table outlines severity classification. The severity classification is the degree of impact that a problem has on Product operation or how this affects the ability to achieve the intended business usage of a Product. A problem is defined as a situation where a Product’s software does not function as set forth in the applicable Aternity documentation for such Product. Priority 1 - Critical A catastrophic problem that severely impacts Customer’s ability to conduct business. This may mean that the Customer’s systems and/or the Product are down or not functioning and no procedural workaround exists. Priority 2 - High A high-impact problem in which Customer’s operation is disrupted but there is capacity to remain productive and maintain necessary business-level operations. The problem may require that a fix be installed on the Customer’s system prior to the next planned commercial release of the applicable Product software.
Problem Severity Classification. Severity Description High A problem is classified as high if the Solution is not available, or a Customer or Authorised Users cannot log in or if there appear to be serious performance or access problems. Medium A problem is classified as medium if a key feature or service is unavailable and the availability of the Solution is not affected. Low A problem is classified as low if it does not fall into another severity category.
Problem Severity Classification. An Error shall be classified, by severity, into one of the three (3) following categories for issues related to Problem Reports: Critical, Major, and Minor (from highest to lowest priority). Additionally, Siemens may have IRs which are not directly related to service outages or a Problem Report(s). Siemens may determine a specific severity classification of a problem or IR. If the Parties disagree on the classification of a particular problem or IR, inContact’s and Siemens TSC technical contacts shall endeavor to agree on the classification of an Error. In the event the Parties cannot agree, inContact shall continue to provide its Services in accordance with the Agreement, the relevant SPA, and this SLA at the same time that this matter is being escalated for resolution in accordance with the Management Escalation Procedure in Schedule IV – Joint Operating Guidelines. inContact defines priority determined by a table lookup based on both the frequency and the severity of the problem as follows: Constant Priority 1 Priority 1 Priority 2 Priority 3 Daily Priority 1 Priority 2 Priority 3 Priority 4 Weekly Priority 1 Priority 2 Priority 4 Priority 4
Problem Severity Classification. The following table outlines severity classification. The severity classification is the degree of impact that a problem has on Product operation or how this affects the ability to achieve the intended business usage of a Product. A problem is defined as a situation where a Product’s software does not function as set forth in the applicable Riverbed documentation for such Product. SEVERITY DESCRIPTION Priority 1 - Critical A catastrophic problem that severely impacts Customer’s ability to conduct business. This may mean that the Customer’s systems and/or the Product are down or not functioning and no procedural workaround exists. Priority 2 - High A high-impact problem in which Customer’s operation is disrupted but there is capacity to remain productive and maintain necessary business-level operations. The problem may require that a fix be installed on the Customer’s system prior to the next planned commercial release of the applicable Product software. Priority 3 - Minor A medium-to-low impact problem that involves partial loss of non-critical functionality. The problem impairs some operations but allows Customer to continue to function. This may be a minor issue with limited loss or no loss of functionality or impact to Customer’s operation. Priority 4 - Informational Minor problems and all other errors. This includes documentation errors. The inconvenience is slight and can be tolerated. Notwithstanding anything to the contrary, if Customer is participating in the Research with OPNET Program or the Teaching with OPNET Program (or any other OPNET university program), then any Support issues reported by Customer will be deemed a Priority 4 problem.