Severity Definitions. Severity Level Description
Severity Definitions. Severity Description Critical • Highly critical impact on a product or live environment. • Catastrophic production problem which may severely impact the Client's production or live environment systems, causing loss of production data or service. No procedural work-around exists. • Continued lack of availability. • No work-around exists. High • High impact on a production or live environment. • Problem where the Client's system is functioning but at severely reduced capacity. The situation is causing significant impact to parts of the Client's business operations and productivity. The system is exposed to potential data loss or interruption of service. • Irregular service interruptions. • No reliable work-around exists. Severity Description Medium • Minor impact on a production or live environment. • A medium-to-low impact problem that involves partial non-critical functionality loss and may interrupt some operations but allows the Client to continue to function. This may be a minor issue with limited loss or no loss of functionality or impact to the Client's operation. This includes documentation errors. • Minimal reduction or interruption of the business processes. • Work-around exists. Low • No direct impact on the production or live environment. • A general usage question or recommendation for a future product enhancement or modification. There is no impact on the quality, performance or functionality of the product. • No reduction of the business processes. • Work-around may exist. A “work-around solution” is a temporary remedy required to eliminate an error. Work-around solutions may cause minor restrictions in system performance or available system functionality. A “permanent fix” is the actions required to prevent the reoccurrence of an error and any underlying causes of a problem. When a permanent fix is implemented, the system is restored to full functionality and performance.
Severity Definitions. Service requests for supported Oracle programs may be submitted by you online through Oracle’s web- based customer support systems or by telephone. The service request severity level is selected by you and Oracle and should be based on the severity definitions specified below. Severity 1 Your production use of the supported programs is stopped or so severely impacted that you cannot reasonably continue work. You experience a complete loss of service. The operation is mission critical to the business and the situation is an emergency. A Severity 1 service request has one or more of the following characteristics: Data corrupted A critical documented function is not available System hangs indefinitely, causing unacceptable or indefinite delays for resources or response System crashes, and crashes repeatedly after restart attempts Reasonable efforts will be made to respond to Severity 1 service requests within one hour. For response efforts associated with Oracle Communications Network Software Premier Support and Oracle Communications Network Software Support & Sustaining Support, please see the Oracle Communications Network Premier & Sustaining Support and Oracle Communications Network Software Support & Sustaining Support sections above. Except as otherwise specified, Oracle provides 24 hour support for Severity 1 service requests for supported programs (OSS will work 24x7 until the issue is resolved) when you remain actively engaged with OSS working toward resolution of your Severity 1 service request. You must provide OSS with a contact during this 24x7 period, either on site or by phone, to assist with data gathering, testing, and applying fixes. You are requested to propose this severity classification with great care, so that valid Severity 1 situations obtain the necessary resource allocation from Oracle.
Severity Definitions. Service requests for Oracle Cloud Services may be submitted by Your designated technical contacts via the Cloud Customer Support Portal noted above. The severity level of a service request submittedby You is selected by both You and Oracle, and must be based on the following severity definitions:
Severity Definitions. Seller’s TSC personnel will assign appropriate priority to each support request by using one of four defined severity levels, Severity levels denote the status of each support request. Table 1 shows each level and explains the criterion used to assign the proper severity level. (THIS SECTION INTENTIONALLY LEFT BLANK}
Severity Definitions. Severity Level Definition Severity 1 (Highest Impact) Service impacts to an ENTIRE facility, business unit, or system • A critical system service or critical path process, or an entire network or application is disrupted and is impacting the business. • Timely resolution is essential to minimize financial loss or missed sales. • An entire business unit is down or a network or major system is down and is impacting the business. • When a problem occurs that has the potential for impacting a process or business function at a later time, and requires immediate resolution and/or assistance from another support group. Severity 2 (High Impact) Service impact to a PORTION of a business unit, or facility; Or Entire team/business unit is missing a PORTION of a critical component or application • A system service, network, or application is available, but with severe restrictions that impact the ability of a portion of a business unit to complete their work. • Bypass or work-around is available, and work is continuing with significant inconvenience. • Timely resolution is essential to avoid financial loss or missed sales. • When a problem occurs that has the potential for impacting a process or business function at a later time, and requires immediate resolution and/or assistance from another group. Severity 3 (Moderate Impact) An INDIVIDUAL or small group of individuals is unable to perform job functions. • Unable to perform non-critical business functions. • No significant impact to revenue or sales. Severity 4 (Low Impact) An INDIVIDUAL is able to perform job functions with a work around or some minor inconvenience. • Problem has a low business impact, if any. • A minor impact to an individual.
Severity Definitions. (v) Severity 1. A system problem related to the connectivity services provided that renders the operational site incapable of doing production work.
Severity Definitions. Severity Level Impact Description Severity 1 Critical Snyk critical failure that impacts Licensee’s operations and prevents Licensee’s work from being done with no workaround. Severity 2 Major A major function of the Snyk service is not operational but Licensee’s operations are not affected, or operations are possible with a workaround. Severity 3 Low Minor defect in the Software or Platform with minor or no effect on Licensee’s operation
Severity Definitions. The service problem reason shall be based on the following severity definitions:
Severity Definitions. (1) Critical: Customer cannot conduct business based on a failure of the Software. Software is down or completely unusable for production requirements.
