Severity Level 3 Clause Samples
The 'Severity Level 3' clause defines a specific category of issues or incidents that are considered to have a moderate impact on the system or service, but do not cause critical failures or complete outages. Typically, this level applies to problems that affect non-essential features, cause minor inconvenience to users, or have a limited impact on business operations. By categorizing incidents as Severity Level 3, the clause helps prioritize response and resolution efforts, ensuring that resources are allocated efficiently and that less urgent issues are addressed appropriately without diverting attention from more critical problems.
Severity Level 3. Defined as an error which causes important features of the Supported Software to be unavailable, but a workaround exists, or which causes less significant features of the Supported Software to be unavailable with no reasonable workaround. Licensor will use continuous diligent effort to Respond within two (2) business days and use commercially reasonable efforts to include a fix for the event in the next Maintenance Release.
Severity Level 3. The Subscription Service or Application issue is not critical (no data has been lost, and the Subscription Service has not failed). The issue has been identified and does not hinder normal operation, or the situation may be temporarily circumvented using an available Workaround. Gold Support: Within 2 business days. Platinum Support: Within 1 business day. Customer Support will provide reasonable effort for Workaround or Fix within 10 business days for Gold Support or within 7 business days for Platinum Support, once the Problem is reproducible. Saviynt may incorporate Fix in a future release of Application. Severity Level 4. Non-critical issues, general questions, enhancement requests, or the functionality does not match documented specifications. Gold Support: Within 7 business days. Platinum Support: Within 7 business days. Resolution of Problem may appear in a future release of Application.
Severity Level 3. The Software is operational, major functional areas are available, and either (1) an error occurred within one of the features but the error does not prevent use of the essential functionality; or (2) a slight operational error or inconvenience occurred that impacts a small percentage of users; or (3) a general degradation in performance is experienced.
Severity Level 3. Defined as a minor problem that exists with the system, but the majority of the functions are still usable, and some circumvention may be required to provide service (for example, an infrequently used subcommand gives an incorrect response). The Supplier's technical support staff will accept the customer's call for assistance at the time the customer places the initial call; however, if such staff is not immediately available, the Supplier will return the customer's call on average within one hour, during the primary period of maintenance as defined in the maintenance contract. The Supplier will resolve Severity Level 3 problems as quickly as possible, which will not exceed one business day. The Supplier will notify the customer of a problem that exceeds one business day allowing the customer and the Supplier to agree on an acceptable time frame for resolution.