Severity Level Definitions. Customer and Dialogic will determine in good faith the severity level of the Service Request, based on the conditions set forth below: Critical Errors that severely affect production service, traffic, billing, and maintenance capabilities, and require immediate corrective action. Dialogic will reclassify a Critical Error as a Major Error if there is a suitable Workaround with adequate documentation or if the issue occurs in a non- production environment. A Critical Service Level Request will not be handled on 24x7 basis unless the Customer is entitled to 24x7 support, i.e,. having Gold or Platinum contract service level that is already in place. Critical Errors include, but are not necessarily limited to: • A total system failure that results in loss of all data transmission. • Reduction in capacity or traffic handling capability such that the system cannot handle expected loads in accordance with the Documentation. Capacity refers to the capacity for which the necessary Hardware has been installed and the Software configured. • Severe degradation in capacity or traffic handling capability. • Any material loss of safety or emergency capability (i.e., 911 call). • Loss of the system’s ability to perform automatic system reconfiguration pursuant to the Documentation. • Inability to restart the system. • Loss of protection switching capability. • Loss of billing capability. • Corruption of billing or system databases that requires service-affecting corrective actions. • Loss of access for maintenance or recovery operations. • Loss of the system’s ability to provide any required Critical or Major Error notification. Major Errors that cause conditions that seriously affect system operation, maintenance, and/or administration, and require immediate attention. The urgency is less than for Critical Errors because of a lesser immediate or impending effect on system performance, Customers, and Customer operation and revenue. Dialogic will reclassify a Major Error as a Minor Error if there is a suitable Workaround with adequate documentation. Major Errors include, but are not necessarily limited to: • Material reduction in any capacity and traffic measurement function. • Any material loss of functional visibility and/or diagnostic capability. • Repeated degradation of port connections. • Prevention of access for routine administrative activity. • Degradation of access for maintenance or recovery operations. • Degradation of the system’s ability to provide any require...
Severity Level Definitions. Severity Levels Definition Severity 1 The total unavailability of the production application, or a repeatable malfunction within the production application causing impact to business operation if not promptly restored. ▪ Production System Down ▪ Inability to process payments ▪ Program errors without workarounds ▪ Incorrect calculation errors impacting a majority of records ▪ Aborted postings or error messages preventing data integration and update ▪ Performance issues of severe nature impacting critical processes Severity 2 Reproducible issues that affect the functioning of components within the application, or data inconsistencies with no work around available. ▪ Calculation errors impacting a minority of records ▪ Report calculation issues ▪ Printer related issues (related to iNovah software and not the printer hardware) ▪ User Security/Permission issues ▪ Workstation connectivity issues (Workstation specific) Severity 3 Reproducible or intermittent Issues that affect the functioning of components within the application, or data inconsistencies. Workaround available. ▪ Usability issues ▪ Performance issues not impacting critical processes ▪ Report formatting issues ▪ Training questions, how to, or implementing new processes ▪ Recommendations for enhancements on system changes Severity Levels Definition Severity 4 Requests for information, assistance on application capabilities, and other requests that do not fit the criteria for Severity 1, Severity2, or Severity 3. ▪ Questions about documentation ▪ Requests for documentation or information ▪ Questions about products ▪ Aesthetic issues
Severity Level Definitions. Severity -1 A problem that denies or substantially impacts the availability or generally accepted usage of a product or service critical to the delivery of Service Provider’s or Service Recipient’s business to a number of IT customers. There is no reasonable workaround for this problem. Examples include the following: o Application system error or failure by more than 1 person o CICS region down or an application within a region down o Network unavailable — inability to connect to network resources o Application or Network Response Time — Irrespective of the cause of the delay o Portal, including Xxxxxxxxx.xxx site o Power failure o Servers, including print servers o Software Communications — Email (internal and external), Internet or Intranet access o Third Party Vendors — Examples include — MCI, Verizon, Equifax, ISO o Voice — includes any toll free numbers or telephone outage Severity -1A This severity code is only to be used when a severity one outage has been resolved, however, root cause analysis continues across BTS. Once the root cause is determined, the incident ticket is updated and closed. The owner of the outage is responsible to notify the Severity One Manager and Enterprise Support Center. Severity -1X A problem that does not deny availability of a product or service; however; the issue impacts premium, billing, commissions or is of a financial nature which critically impedes the customer’s processing of business. Severity -2 A problem which may deny the use of a critical product or service threatening future productivity. Severity -3 Urgent high impact problem. This type of problem may impact as few as one person and disrupts a group’s work methods and productivity. Severity -4 An important issue but does not have a significant current productivity impact. Severity -5 A service request that has a discretionary time value in which to respond. Severity -6 An enhancement or modification of a product, system or service.
Severity Level Definitions. Type Customer’s Situation Definition Expected Customer Response Severity A Critical business impact 2 Customer’s business has significant loss or degradation of services, and requires immediate attention. When the customer issue is identified as Severity A, the customer confirms that the issue has critical business impact, with severe loss and degradation of services. The issue demands an immediate response, and the customer commits to continuous, 24x7 operation, every day with the Cloudyn team until resolution, otherwise, Cloudyn may at its discretion decrease the Severity to level B. The customer also ensures that Cloudyn has their accurate contact information. Severity B Moderate business impact 2 Customer’s business has moderate loss or degradation of services, but work can reasonably continue in an impaired manner. When the customer issue is identified as Severity B, the customer confirms that the issue has moderate impact to their business with loss and degradation of services, but workarounds enable reasonable, albeit temporary, business continuity. The issue demands an urgent response. If the customer choses 24x7 when submitting the support request, the customer commits to a continuous, 24x7 operation, every day with the Cloudyn team until resolution, otherwise, Cloudyn may at its discretion decrease the severity to level C. If the customer choses business- hours support when the customers submits a Severity B incident, Cloudyn will contact the customer during business hours only. The customer also ensures that Cloudyn has their accurate contact information. Severity C Minimum business impact Customer’s business is functioning with minor impediments of services. When the customer issue is identified as Severity C, the customer confirms that the issue has minimum impact to their business with minor impediment of service. For a Severity C incident, Cloudyn will contact the customer during business hours only. The customer also ensures that Cloudyn has their accurate contact information. 2 Cloudyn may downgrade the severity level if the customer is not able to provide adequate resources or responses to enable Cloudyn to continue with incident resolution efforts. Cloudyn uses a proprietary system to determine the Severity Levels and the customer agrees that said Cloudyn system will be the sole basis for resolution of any dispute that may arise between the customer and Cloudyn regarding this SLA.
Severity Level Definitions. The following table outlines the definition of Severity Levels of Problems. A Severity Level that is augmented by “(for BH)” is applicable for Licensees whose SA/TS Package includes the Technical Support – Business Hours option (and not the Technical Support – 24x7 option). A Severity Level that is augmented by “(for 24x7)” is applicable for Licensees whose SA/TS Package includes the Technical Support – 24x7 option. If the Severity Level is not augmented, it would apply to all Technical Support options. Users affected vs. severity of Error All existing users (“Global Failure”) Some existing users (<100% and >10%) Very few existing users (<10%) Completely inoperable, produces incorrect results or fails catastrophically Xxxxx 0 (for BH) Xxxxx 0X (xxx 00x0) Xxxxx 0 (xxx XX) Xxxxx 0X (xxx 00x0) Xxxxx 0 Xxxxxxxxxxx situation in which performance (throughput or functionality) is impacted, making the Software usable but not to its full extent Level 1 (for BH) Xxxxx 0X (for 24x7) Xxxxx 0 Xxxxx 0 Does not function as expected in a way that does not significantly impact normal usage Xxxxx 0 Xxxxx 0 Xxxxx 0 4.3 Response to Severity Levels
Severity Level Definitions. Licensee, at the time it reports an Error to BigID, shall in good faith designate the Severity Level for such Error, using the definitions set forth in Table 1 below. BigID will not to modify such designation without Licensee’s prior written consent; provided, however, that if an issue is determined that the root cause of an incident is outside the Software or BigID control, then BigID may modify the designation of such incident; provided further, that BigID shall notify Licensee before modifying the designation. For issues where root cause is proven to not be a related to the Licensed Software, the resolution times shall not apply to that specific issue.
