Common use of Severity Clause in Contracts

Severity. The following characteristics are used to identify the severity of a reported issue to the Helpdesk. It is not necessary, nor is it likely, to have a perfect match of each characteristic to categorize a problem reported at a particular severity level. A given issue must be judged against each of the characteristics to make an overall assessment of which severity level best describes the problem. The Level 1 support agent determines the initial severity rating for the issue. Severity 1 (Critical) Severity 2 (High) Severity 3 (Medium) Severity 4 (Low) Business and financial exposure The service is not available. Part of the service failure creates a serious business and financial exposure. The service failure creates a low business and financial exposure. The service failure creates a minimal business and financial exposure. Work Outage The service failure causes the Customer to be unable to work or perform some significant portion of their job. The service failure causes the client to be unable to work or perform some significant portion of their job. The service failure causes the Customer to be unable to perform some small portion of their job, but they are still able to complete most other tasks. May also include questions and requests for information. The service failure causes the Customer to be unable to perform a minor portion of their job, but they are still able to complete most other tasks.

Severity. The following characteristics are used to identify the severity of a reported issue to the Helpdesk. It is not necessary, nor is it likely, to have a perfect match of each characteristic to categorize a problem reported at a particular severity level. A given issue must be judged against each of the characteristics to make an overall assessment of which severity level best describes the problem. The Level 1 support agent determines the initial severity rating for the issue. Severity 1 (Critical) Severity 2 (High) Severity 3 (Medium) Severity 4 (Low) Business and financial exposure The service available. is not available. Part of the service failure creates a serious business and financial exposure. The service failure creates a low business and financial exposure. The service failure creates a minimal business and financial exposure. Work Outage The service failure causes the Customer to be unable to work or perform some significant portion of their job. The service failure causes the client to be unable to work or perform some significant portion of their job. The service failure causes the Customer to be unable to perform some small portion of their job, but they are still able to complete most other tasks. May also include questions and requests for information. The service failure causes the Customer to be unable to perform a minor portion of their job, but they are still able to complete most other tasks.