Common use of Severity Clause in Contracts

Severity. Each support request received will be given a severity level by Heyday according to the following guidelines: a) High: when the Software is not operational or has suffered a major loss of capability resulting in the inability to use the Software, or if a failure is so frequent that it precludes productive use of the Software or when the Software is operational but its capability is severely degraded, such as the inability to run a major application within the Software, a critical product feature or function does not work, or a failure requires on-going intervention in order to maintain productive use;