Severity Codes Sample Clauses
The Severity Codes clause defines a standardized system for categorizing the seriousness of issues, defects, or incidents that may arise during the performance of a contract or service. Typically, this clause outlines different levels—such as critical, high, medium, and low—each corresponding to the urgency and impact of the problem, and may specify response or resolution times for each category. By establishing clear criteria for prioritizing and addressing issues, the clause ensures that the most urgent problems receive prompt attention, thereby improving service reliability and managing expectations between parties.
Severity Codes. The following characteristics are used to identify the severity of a problem report: Business and financial exposure Work outage Number of clients affected Workaround Acceptable resolution time It is not necessary (nor is it likely) to have perfect match of each characteristic to categorize a problem report at a particular severity level. A given problem must be judged against each of the characteristics to make an overall assessment of which severity level best describes the problem. The hardware/applicati on failure creates a serious business and financial exposure. The hardware/applicati on failure creates a serious business and financial exposure. The hardware/applicati on failure creates a low business and financial exposure. The hardware/applicati on failure creates a minimal business and financial exposure. The hardware/applicati on failure causes the client to be unable to work or perform some significant portion of their job. The hardware/applicati on failure causes the client to be unable to work or perform some significant portion of their job. The hardware/applicati on failure causes the client to be unable to perform some small portion of their job, but they are still able to complete most other tasks. May also include questions and requests for information. The hardware/applicati on failure causes the client to be unable to perform a minor portion of their job, but they are still able to complete most other tasks.
Severity Codes. The following characteristics are used to identify the severity of a problem report: Business and financial exposure / Work outage / Number of clients affected / Workaround / Acceptable resolution time/ It is not necessary (nor is it likely) to have a perfect match of each characteristic to categorize a problem report at a particular severity level. A given problem must be judged against each of the characteristics to make an overall assessment of which severity level best describes the problem. PIACL team will assign severity codes and inform (THE WINNING PARTICIPANT).
Severity Codes. Severity Situation ▇▇▇▇▇ Expected Response Customer Expected Response Severity A ▪ Critical business impact: ▪ Customer’s business has significant loss or degradation of services ▪ Needs attention within 1 hour ▪ 1st call response in 1 hour or less ▪ ▇▇▇▇▇ Resources at Customer site as requested ▪ Notification of Senior Managers at ▇▇▇▇▇ Global ▪ 24/7 effort to resolve the issue ▪ Allocation of appropriate resources to sustain continuous effort on a 24x7 basis ▪ Rapid access and response from change control authority ▪ Management notification Severity B ▪ Moderate business impact: ▪ Customer’s business has moderate loss or degradation of services but work can reasonably continue in an impaired manner. ▪ Needs attention within 2 Business Hours ▪ 1st call response in 2 hours or less ▪ Effort during Business Hours only ▪ Allocation of appropriate resources to sustain Business Hours continuous effort ▪ Access and response from change control authority within 4 Business Hours Severity C ▪ Minimum business impact: ▪ Customer’s business is substantially functioning with minor or no impediments of services. ▪ Needs attention within 4 Business Hours ▪ 1st call response in 8 hours or less ▪ Effort during business hrs. only ▪ Accurate contact information on case owner ▪ Responsive within 24 hours. Note: All ▇▇▇▇▇ Global support customers response time is based on their individual SLA terms.
Severity Codes. The following characteristics are used to identify the severity of a problem report:- Business and financial exposure (business internet services customers only) Work outage Number of Clients affected Workaround Acceptable resolution time It is not necessary (nor is it likely) to have perfect match of each characteristic to categorise a problem report at a particular severity level. A given problem must be judged against each of the characteristics to make an overall assessment of which severity level best describes the problem. Typically, a method- of-elimination approach will be undertaken to help isolate the issue in order to categorise a problem’s severity level. The Level 1 support contacts and the Client may jointly determine the initial severity rating for the report. Level 2 and Level 3 support personnel may then negotiate with the Client to modify this severity after the report is elevated to them. If a Client has internet connectivity at their premises point-of-entry the Severity rating will automatically be classed as a Severity 3 or 4. The characteristics on the following table do not cover residential broadband service contracts or work requests. Severity levels for work requests may carry a different set of characteristics and weighting. Individual work requests are not covered as part of this SLA unless agreed otherwise in writing.
7.2.1 Severity Ratings for Business internet service contracts Severity 1 (Very High) Severity 2 (High) Severity 3 (Medium) Severity 4 (Low) Business and financial exposure This critical issue creates a serious business and financial exposure. The issue creates a serious business and financial exposure. The issue creates a low business and financial exposure. The issue creates a minimal business and financial exposure. Work Outage