Severity Level 2 Sample Clauses
Severity Level 2. Defined as a situation where an error causes important features of the Supported Software to be unavailable with no reasonable workaround and there is a serious impact on Client’s productivity, but production use of the Supported Software is continuing or not stopped and Client can reasonable continue working. Licensor will use continuous diligent effort to Respond within (4) four hours and use commercially reasonable efforts to provide a workaround and include a fix for the event in the next Maintenance Release.
Severity Level 2. Defined as a critical software system component(s) that has significant outages and/or failure precluding its successful operation. The system may operate but is severely restricted (for example, a frequently used subcommand gives an incorrect response). The Supplier's technical support staff will accept the customer's call for assistance at the time customer places the initial call. If such staff is not immediately available, the Supplier will return the customer's call within one hour, during the primary period of maintenance as defined in the maintenance contract. The Supplier will resolve Severity Level 2 problems as quickly as possible, but at least within six hours unless the Supplier has notified the customer of the reason for the delay and the customer approves the delay.
Severity Level 2. The Software is up and running but a major area of core functionality (non- administrative) is unavailable, no workaround exists, and a large percentage of users are impacted by the problem.
Severity Level 2. The Subscription Service or Application is moderately affected. There is no Workaround currently available or the Workaround is cumbersome to use. Gold Support: Within 12 business hours. Platinum Support: Within 8 business hours. Customer Support will provide reasonable effort for Workaround or Fix within 7 business days for Gold Support or within 3 business days for Platinum Support, once the Problem is reproducible. Saviynt may incorporate a Fix in a future release of Application.