Severity Level Sample Clauses

Severity Level. Two (2) Response Time:

Severity Level. Two (2) a) Failure of any complete Alarm portions/area b) Unstable power supply to the equipment/system c) Partial failure of remote alarm button d) Intermittent keypad button failure e) Failure of a single zone component and whose coverage can be complemented by other zone ▇▇▇▇▇▇▇▇▇.▇▇ faulty detector, Magnetic contact, vibration sensor etc f) Faulty flasher g) Intermittent component failure eg detector, panic buttons etc a) The Contractor will respond within Twelve hours (12hr) of the initial service call for support being received by the Contractor. b) Standby back-up services to be on site within 5minutes of reported failure and camp until system restoration.

Severity Level. The categorization of any issues with the Company Solution based on the potential impact of the problem to the Authority.

Severity Level. Two (2) a) Failure of more than 2 zones/detectors, sounder/flasher, Fire exit door, sections of hydrant system etc. b) Failure of any complete sub-system /floor/fire exit doors system, module, repeater etc. c) Failure of any complete sub-system/section which does not affect more than 50% of the system. The Contractor will respond within Twelve hours (12hr) of the initial service call for support being received by the Contractor.

Severity Level. 3 a. The Incident or Problem does not materially affect Client or does not cause a substantial impact (system, device, interface threshold and warning type events) but has the potential to do so if not resolved expeditiously. b. The effect of the Incident or Problem is such that it does not require an immediate response, but it does require that a Change be made by a date and time mutually acceptable to both parties.

Severity Level. 2 a. The incident or Problem has an impact on the operations - partial service failure or device degradation (e.g. slow performance). b. The effect of the Incident or Problem is such that it does not require an immediate response, but it does require that a Change be made by a date and time in the near future specified by Client.

Severity Level. In the event of errors or issues that affect the availability of the TouchPoint software application, or significantly impact its capacity, capabilities, and/or operating functions, Cogent will take all necessary actions to resolve these issues and ensure the normal operation of the TouchPoint software, following the procedures and timelines outlined below. All changes and fixes will undergo thorough testing according to internal processes before being delivered. Software issues will be classified as follows: Severity Level Description Examples Outage (S1)  Complete loss of cloud SaaS services.  Production application is down or major malfunction resulting in the application inoperative condition  Issues causing a complete loss of service or critical business operations are halted  Application is not accessible  No user can log in Stopper (S2)  A critical problem rendering the system inoperable or unusable  High number of users unable to perform their normal functions in the application  Specific functionality is mission critical to the business which is not working as expected  Confidentiality or Privacy is breached  Customer data loss  Unable to print from application  Important workflows are not triggered as expected  Visitors cannot be checked in  Material Requests cannot be created Significant (S3)  A significant problem that makes the system operationally inconvenient  Something major is not working, but the system is still usable to an extent.  In general, the system is working normally except for a limited portion.  Application slowness  Missing or incorrect reports  Problem affecting single user access to systems. Minimal (S4)  The system is still fully usable with limitations or workarounds.  A minor problem or inconvenience that does not reduce the system’s  Suboptimal software behavior without affecting functional integrity  Minimal performance degradation  Error message with workaround operational capacity and for which a workaround is available. Information (S5)  This request is about something with no system impact. This includes things like feature requests, general inquiries, etc.  How-to requests, clarifications, etc.  Requests for advice on product usage  Clarification on product documentation  Product enhancement request

Severity Level. The following severity levels shall be assigned in accordance with this Section 8 to support requests and Customer shall be able to view and comment on these using the online support website:

Severity Level. 8.1 Upon receipt of a properly submitted Ticket, the Supplier shall agree the Incident Severity Level jointly with the Client according to the guidelines defined below. Severity Level may be re-evaluated upon submission of a Workaround. Severity Level 1 - Urgent is defined as a critical problem that impacts the Client’s ability to deliver the Software or the services that the Software enables. the Client’s critical production systems experience a total loss of the service provided or enabled by the Software. Severity Level 2 - High is defined as a major problem that impacts the Client’s ability to deliver the Software or the services that the Software enables. the Client’s business production systems experience significant loss or degradation of the service provided or enabled by the Software. Severity Level 3 - Normal is defined as a minor problem that does not impact the Client’s ability to deliver the Software or the services that the Software enables. the Client’s business production systems do not experience any loss or degradation of the service provided or enabled by the Software. Severity Level 4 - Low is defined as all other problems related to the Software or the services that the Software enables.