Common use of Problem Severity Levels Clause in Contracts

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. . 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