Common use of Problem Severity Clause in Contracts

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.