Common use of Service Prioritization Clause in Contracts

Service Prioritization. Where the Agreement stipulates “Priorities” for certain Support Services, the following classification applies: - Critical: Business-critical processes are degraded, e.g. processes of high importance or which are time- critical cannot be executed. There is no possibility to work around the problem; normal work is generally not possible. - Major: Important functions are impaired, e.g. important processes can only be executed by employing complicated work-around solutions; Software operations are substantially degraded. - Normal: Individual, less important functions are unavailable or important functions can only be started by employing work-around solutions; a problem which only affects an individual module or function which the Customer does not require continuously or for which there is no material need. The System functionality is otherwise unimpaired, or at least not substantially degraded.