Severity Levels. MyECheck will use commercially reasonable efforts to acknowledge and address, as described below, reported and reproducible material errors in the Software which prevent the Software from performing substantially in accordance with the Documentation (each an "error or issue"). MyECheck recognizes three severity levels of Software errors or issues:
Severity Levels. Oracle will work with Customer and will assign the appropriate severity level to all Incidents according to the Severity Level definitions. Severity Levels are assigned to allow prioritization of incoming Incidents. Oracle may reclassify Incidents based on the current impact on the Remote Software Service and business operations as described in the Severity Level definitions. In the event Oracle determines that an Incident is in fact an Enhancement Request, it shall not be addressed under these Support Terms.
Severity Levels. 5.2.1 Severity Level 1. Defined as a situation where an error stops the Supported Software from running, or so severely impacts production use of the Supported Software that Client’s business operations are critically affected. Licensor will use continuous diligent effort to Respond within (1) one hour, regardless of whether it is during Licensor Standard Business Hours or outside of the same, and use commercially reasonable efforts to resolve the issue, or develop a temporary workaround, as quickly as possible.
Severity Levels. Each support ticket shall be categorized by Customer into one of the following severity levels. Severity Definition Severity Level 1 Severe error that results in the Hosted Applications experiencing complete unavailability and halting transactions with no workaround. Severity Level 2 Serious error that results in a major function of the Hosted Applications suffering a reproducible problem causing either major inconvenience to Users or consistent failure in a common functionality. Severity Level 3 Error that results in a common functionality experiencing an intermittent problem or a consistent failure in a less common functionality. Severity Level 4 Service requests such as sandbox refreshes, SSO setups, and other how-to type of questions.
Severity Levels. Each support ticket shall be categorized into one of the following severity levels. Severity Definition
Severity Levels. One The outage terminates the operations of any installation and any workstations comprised therein or the outage corrupts any database used in conjunction with the Software or major function of normal operation and use of the Software has become unusable and there is no workaround available. Two A major function in normal operation and use of the Software has become unstable and there is an awkward work-around or any other function has become unworkable and there is no known work-around Three A major function has become unworkable and there is an effective workaround Four No functional impact on software
Severity Levels. A support ticket may be reported by phone or by email. Arista will exercise commercially reasonable efforts to respond to a support ticket submitted by Customer in accordance with the following Severity Level definitions. Response time is measured when a support ticket is opened by Arista’s Customer Support Team member. Arista will continue working on the case until the support ticket is closed. SEVERITY LEVEL DESCRIPTION RESPONSE TIME* 1 The Product is non-functional or significant features or components are unusable. < 4 Business Hours 2 The Product is functional but one or more key features or components are not operating as documented. < 1 Business Day 3 Minor components are not operating as documented. < 3 Business Days *Arista is not responsible for meeting the above response times where any of the conditions set forth in, Section 5 below (“Failures”) apply.
Severity Levels. InGenius will respond to service requests and use commercially reasonable efforts to correct Errors or provide a Work-Around in accordance with the severity level reasonably assigned by InGenius. • A Severity 1 Error: (i) causes the Software to cease operating or operating in any material respect; or (ii) may have a material adverse impact on an End-User’s main operations. • A Severity 2 Error: (i) causes a minor function of the Software to be impaired that adversely affects, or is likely to adversely affect, an End-User’s main operations; or (ii) is a question from Customer to InGenius regarding the functionality of the Software or other matters that are not associated with a circumstance resulting in an adverse effect on an End-User’s main operations. As used herein, an “Error” collectively or individually, as the case may be, refers to a Severity 1 Error and/or a Severity 2 Error. As used herein, a “Work-Around” means a temporary work-around, patch or bypass supplied by InGenius in order to temporarily correct the Error; provided, however, that: (a) the Software functionality, compatibility or use are not adversely affected; and (b) the Work-Around is not unduly burdensome. Notwithstanding the availability of a Work-Around, InGenius will continue to work in an expeditious and diligent manner to fix the Error with an applicable permanent correction.
Severity Levels. 4.4.4.1 All service requests are assigned a priority level ranging from one to three, where Priority 1 = Level 1 (High), Priority 2 = Level 2 (Medium) and Priority 3 = Level 3 (Low). Attributing the priority/severity of a request should be based on the definitions provided in the table below: Support request type Definition Support contact Escalation point Level 1 – HIGH The Service is down and inoperable. All work has stopped and the situation is causing a critical impact to the Customers service.
Severity Levels. Altiris will use reasonable efforts to --------------- resolve escalated issues (i.e., issues escalated to Level 2 Support or Level 3 Support under (c) above) as soon as reasonably possible. Compaq will classify each escalated issue as Severity 1, 2 or 3 in accordance with the following.
