Severity 2. If the Defect is a Severity 2 issue, Alchemy will begin efforts to reproduce the problem no later than the opening of the next Alchemy business day. Alchemy will use reasonable efforts to resolve Severity 2 problems as rapidly as practical.
Severity 2. The Incident cases of this Severity are to be submitted when the Software is Usable but the Incident or Issue restricts a key component of the Software. For example the Issue has severely impacted the performance of the Software’s intended use, or the Software is not operating in a material respect within the documented functionality.
Severity 2. A Severity 2 incident is characterized as a high impact issue that results in a degradation of the Services. This incident level is attained when one or more critical functions within the Services are not functioning, or not functioning in accordance with specifications set forth in this agreement. Unlike Severity 1 incidents, Severity 2 incidents may be mitigated by reasonably acceptable workarounds and are not reasonably expected to result in adverse financial consequences for Mercury to the extent that they are timely mitigated. Examples of Severity 2 conditions include: • Significant degradation of the Services (i.e., major component is not functioning or not functioning correctly) • High impact issue with a reasonably acceptable workaround (a critical capability cannot be accessed by a method that is part of the Services, but it can be accessed or performed by alternate methods including assumption of task by Global. • Essential functionality of the Services operates in a way that is materially different from that described in the Agreement and/or any applicable statement of work attached thereto • Unavailability of Global’s support services • Unavailability of Global’s tools or applications outside of published and scheduled maintenance windows including without limitation: • Oracle • MAS • iBalance Reporting After *****, unresolved Severity 2 incidents described herein, except for the unavailability of the Services, will be reclassified as Severity 1 Unscheduled Outages. Such reclassification shall not be revoked unless otherwise agreed to in writing by Mercury after Resolution of such incident.
Severity 2. If the Defect is a Severity 2 issue, Upland will begin efforts to reproduce the problem no later than the opening of the next business day after receipt of the issue by Customer. Upland will use reasonable efforts to resolve Severity 2 problems as rapidly as practical, but no later than the next Update after reproduction of the Defect.
Severity 2. The system or application is seriously affected. The issue is not critical and does not comply with the Severity 1 conditions. There is no workaround currently available or the workaround is cumbersome to use.
Severity 2. The Error materially affects the performance of the SAAS Service or On-Prem Software, or materially restricts Customer’s use of the SAAS Service or On-Prem Software (for example, important SAAS Service or On-Prem Software features are unavailable with no acceptable workaround).
Severity 2. An incorrectly functioning application feature is preventing the completion of a critical business process; the required business function cannot be executed because of non-availability or malfunction of a subsystem.
Severity 2. If the Defect is a Severity 2 issue, Iternal will use commercially reasonable efforts to reproduce the problem no later than the opening of the next business day after receipt from Customer of a description of the Defect as provided in Section 2.2.1 above. Iternal will use commercially reasonable efforts to resolve Severity 2 problems, but no later than the next Update after reproduction of the Defect.
Severity 2. If the Defect is a Severity 2 issue, ElementLMS will begin efforts to reproduce the problem no later than the opening of the next business day. ElementLMS will use reasonable efforts to resolve Severity 2 problems as rapidly as practical.
Severity 2. An Error in the Software that materially affects the overall production performance of the Software’s function or process so that the function or process is noticeably impaired, but where business operations continue.
