Common use of Severity 2 Clause in Contracts

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.