Problem Severity Levels Clause Samples
The Problem Severity Levels clause defines a system for categorizing issues or defects based on their impact or urgency. Typically, it outlines several levels—such as critical, high, medium, and low—each with specific criteria describing the seriousness of the problem and the required response time. For example, a critical issue might be one that halts business operations, while a low-severity issue could be a minor inconvenience. This clause ensures that problems are prioritized appropriately, enabling efficient resource allocation and timely resolution of the most pressing issues.
Problem Severity Levels. When a CCR is opened a severity level is assigned based upon the impact or potential impact of the problem. The various severity level designations are described below. Severity 1: Network down Severity 2: Problem that will cause a severity 1 circumstance if not corrected Severity 3: Recurring operational problem Severity 4: Technical questions / future release request / software upgrades Severity 5: Single event problem with minor impact Severity 6: Currently used for advance warranty issues if applicable Severity 7: Problems that will be resolved in a future software release. The specific severity level definitions, actions, and escalation timeframes for critical problems (severity level 1 through 3 are described below.
3.1 Severity Level 1 - Network down
Problem Severity Levels. Level 1: Critical Business Impact. Customer cannot reasonably continue to use the Service. ▇▇▇▇▇’▇ goal is to have an initial response to Customer within two (2) hours of notification. Level 2: System Degradation. One or more features of the Service are affected, causing disruption of its normal functioning. “
Problem Severity Levels. When a CCR is opened a severity level is assigned based upon the impact or potential impact of the problem. The various severity level designations are described below. Severity 1: Network down Severity 2: Problem that will cause a severity 1 circumstance if not corrected Severity 3: Recurring operational problem Severity 4: Technical questions / future release request / software upgrades Severity 5: Single event problem with minor impact Severity 6: Currently used for advance warranty issues if applicable Severity 7: Problems that will be resolved in a future software release. The specific severity level definitions, actions, and escalation timeframes for critical problems (severity level 1 through 3 are described below.
3.1 Severity Level 1 - Network down A network may be declared down if either: 50% or more of the remote sites are not communicating 50% or more of the remote connections fail. The goal is to have the network restored within one (1) hour of the event. The following are the escalations for Severity Level 1: Level Time CCR Opened Responsibility Action
Problem Severity Levels. When a CCR is opened a severity level is assigned based upon the impact or potential impact of the problem. The various severity level designations are described below.
Problem Severity Levels. The following chart describes the distinctions between the different severity levels for Problems reported by Converge and the Converge Subsidiaries. Severity Level Definition
1 A Severity Level 1" Problem is one where critical or central functionality of the Product is unavailable and the Product cannot reasonably be used and/or performance of the Product is severely degraded. The adverse impact of a Severity 1 Problem on Converge's business is severe and immediate, and requires an immediate solution. - A "Severity Level 1" Problem may have one or more of the following characteristics: - Data is corrupt or Product corrupts or loses data - Complete or severe lack of ability to use the Product - Product crashes repeatedly - Product is not operational - The Product fails to run to completion or returns incorrect results
Problem Severity Levels. Level 1: Critical Business Impact. Customer cannot reasonably continue to use the Service. Neopost’s goal is to have an initial response to Customer within two (2) hours of notification. Level 2: System Degradation. One or more features of the Service are affected, causing disruption of its normal functioning. “