Common use of Severity Definitions Clause in Contracts

Severity Definitions. The following problem classification table will be used for classifying performance issues: Severity Level Outage and Error Description 1 Critical Inaccessible; inoperable – e.g., site down or consistently experiencing >6s load time; Consistently >400ms response time/latency; Key data missing, data errors, or data corruption 2 High Substantial degradation of user experience, or core functionality broken; Substantial degradation of Services response time (>200s but <400ms), but with no data loss or corruption 3 Medium Degradation of user experience for a significant number of users, but the site or service is still usable overall 4 Low Non-User impacting issues