Error Severity Levels definition
Error Severity Levels shall be defined as follows:
Error Severity Levels. The following table shows the Response Times in respect of the Error Severity Levels. The Provider will endeavour to provide to the Customer (or to the relevant Authorised User) an Initial Response (by telephone), an Initial Response (by email), an Estimation Response, Subsequent Responses and a Resolution for the applicable Error by the times stated in the cell concerned for that Error Severity Level in the following table. The Provider does not provide any other commitment or Service Level in relation to Errors or the resolution of issues raised by the Customer and/or the Authorised Users. Error Severity 1 15 minutes 30 minutes 2 hours Every 1 hour 12 hours* Error Severity 2 15 minutes 2 hours 2 hours Every 2 hours 24 hours* Error Severity 3 15 minutes 4 hours 12 hours Every 24 hours 7 calendar days* Error Severity 4 15 minutes 8 hours Next business day Weekly 20 calendar days* Error Severity 5 15 minutes 8 hours Two business days Weekly Works Estimate
Error Severity Levels mean: Severity Level: Definition Service Levels mean the Response Times to each Error Severity Level. Permanent Fix means the repair or replacement of object or executable code version of the Service to remedy an Error. Resolution means the resolution of an Error by means of implementation of a Temporary Fix/Workaround/Permanent Fix. Response Time means (so long as Support is provided on a continuous basis between Mondays and Fridays, excluding pubic holidays in England, Singapore and Texas) the elapsed clock time between: (i) the Provider’s logging of an Error reported by the Customer; and (ii) a technical support analyst within Support who is capable of understanding the Error speaking to the Customer’s support contact about the relevant Error.
Examples of Error Severity Levels in a sentence
Normally performed does not include the following: • Maintenance or trades work of an emergency nature.
Supplier shall correct any and all Errors in the Custom Software in accordance with the Error Severity Levels specified above.
More Definitions of Error Severity Levels
Error Severity Levels. There are four Error Severity Levels in the ViryaNet Product(s). The following table gives the descriptions of all four Error Severity Levels. Error Severity Levels will be set by ViryaNet and Licensee upon understanding of the Error. Examples provided in the table below are for illustrative purposes only. Level Description Examples ------------ ------------ -------- X The whole system, or any of Database crash with or without data corruption; transactions fail FATAL the business applications throughout the system; data validation does not function throughout are down, no useful work can the system; customer data is inaccessible for many customers; etc. be performed A Any essential business Any of the following is unusable or the result of continued use CRITICAL function is unusable will not be repairable or the result of continued use will significantly impair the effectiveness of any repair: for example call logging or closing, employee allocation or dispatch, invoicing, etc. B Non-essential business Contract calculation does not work for some contracts; copy NON-CRITICAL function is unusable merge functionality has bugs; some transactions fail, etc.