Common use of Problem Severity Classification Clause in Contracts

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.