Software Error Severity Classifications. All Software Errors shall be classified by RSA as follows: Error Severity Definition Examples 1 (“S1”) Critical: Severe problem preventing Customer or workgroup from performing critical business functions ▪ Production System data corruption (data loss, data unavailable) ▪ Production System crash or hang ▪ Production Systems significantly impacted, such as severe performance degradation ▪ Production System and/or data is at high risk of potential loss or interruption ▪ Production System workaround is required immediately ▪ Time critical Production cutover impacted 2 (“S2”) High: Customer or workgroup able to perform job function, but performance of job function degraded or severely limited ▪ Production System adversely impacted ▪ Non-Production System data corruption (data loss, data unavailable) ▪ Non-Production System crash or hang ▪ Non-Production System and/or data is at high risk of potential loss or interruption ▪ Non-Production System workaround is required immediately ▪ Development system(s) is inoperative 3 (“S3”) Medium: Customer or workgroup performance of job function is largely unaffected ▪ Production or development system has encountered a non- critical problem or defect and/or questions have arisen on product use. 4 (“S4”) Request: Minimal system impact; includes feature requests and other non-critical questions ▪ No Customer business impact ▪ Requests for enhancements by Customer
Software Error Severity Classifications. All Software Errors shall be classified by RSA as follows: Error Severity Definition Examples
