Severity Level 1 Incident definition

Severity Level 1 Incident means an Incident that cannot be circumvented and that constitutes a complete loss of Service at the Site or Circuit and in respect of a Resilient Service, excluding any loss of service of a Resilient Component where you still has access to the Service through the other back-up Resilient Component.

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Severity Level 1 Incident means an Outage or non-availability of the telephone, voicemail or Instant Messaging services, which prevents more than 50% of the Users at a Location from using the telephone, voicemail or Instant Messaging services.

Severity Level 1 Incident means a Qualifying Incident that cannot be circumvented and that constitutes a

Examples of Severity Level 1 Incident in a sentence

• As soon as reasonably possible following the occurrence of a Severity Level 1 Incident, a Critical Incident Report (the “CIR”) will be provided containing a description of the Incident, date and timestamp, outage duration, root cause of incident, resolution/recovery actions taken and steps that will be taken to prevent a reoccurrence of similar issues.

• For Service Level Credits that are based on the Total Ongoing Services Fees, the maximum amount of Service Level Credits that the State may collect in any month shall in no event exceed an amount equal to ten percent (10%) of the Total Ongoing Services Fee unless there has been an Extended Severity Level 1 Incident when the maximum Service Level Credit for the applicable month will be an amount equal to fifteen percent (15%) of the Total Ongoing Services Fees.

• Within 3 days of a Severity Level 1 Incident, Contractor will provide a Root Cause Analysis and details of steps that will be taken in order to prevent a reoccurrence of similar issues for all Severity Level 1 Incidents.

• In no event shall Customer receive credits under the Service Levels provided in both Clause 1.5 and Clause 1.6, for the same Severity Level 1 Incident.

• Customer will classify each Incident as Severity 1, Severity 2, Severity 3, or Severity 4, based on the impact to the Customer business, as defined below: ▪ Critical - Severity Level 1 Incident is an Incident that causes a complete outage of the service where no terminals can connect to the Service to transmit or receive data, or a complete outage of the Pelion Connectivity Management platform where no Customer users can access or use the Service.

More Definitions of Severity Level 1 Incident

Severity Level 1 Incident means a Qualifying Incident that cannot be circumvented and that constitutes a complete loss of Service at the Site(s).

Severity Level 1 Incident means an Incident that cannot be circumvented and that constitutes a complete loss of Service at the Site or Circuit and in respect of a Resilient Service, excluding any loss of service of a Resilient Component where you still have access to the Service through the other back-up Resilient Component. “Shared Cost” means the Caller pays a portion of the PSTN call charges to connect to the Inbound Node. “Site” means a location at which the Service is provided.

Severity Level 1 Incident is a critical Incident in the System managed by Orange that causes an Outage or non- availability of one or more Application (Instant Messaging/Presence Conferencing, or Telephony), that affects all Users of the Application(s) running on the Service at the affected Location:  For Telephony Application:  The Location has lost the call completion function i.e. calls not completing– either from single country or multiple countries (failing to fast busy, dead air, RVA).  Calls completing for more than one user either from single or multiple countries but call quality degraded to the point of being unusable (Echo, Static, Calls Dropped).  No voice service in or out of a single or multiple countries.  For Conferencing Applications:  The Location has lost the Audio/Video/Web Conference service.  For Instant Messaging / Presence Applications:  The Location has lost the Instant Messaging / Presence Service.

Severity Level 1 Incident means an Incident that cannot be circumvented and that constitutes a complete loss of Service at the Site or Circuit and in respect of a Resilient Service, excluding any loss of service of a Resilient Component where you still has access to the Service through the other back-up Resilient Component. “Shared Access” means the ability for you to share elements of the IP Connect Service with a third party. “Site” means a location at which the Service is provided.

Severity Level 1 Incident means a Qualifying Incident that cannot be circumvented and that constitutes a complete loss of service at a Virtual Firewall.

Severity Level 1 Incident means a total interruption of the Service

Severity Level 1 Incident means: (a) one or more Services cannot be accessed or used in accordance with Applicable Specifications and would result in Company’s breach of Laws, or (b) 50% or more Services cannot be accessed or used in accordance with Applicable Specifications and cannot be otherwise performed at that time; or (c) temporary or permanent loss or corruption of Company Data that may result in Company’s breach of Laws or material Loss to Company, its clients, or customers; or (d) a breach of privacy or security in connection with the Services has occurred; or (e) any circumstance which does or would result in reputational damage to Company; or (f) any significant disruption to Company’s business operations or any outage that has a material adverse effect on the receipt of the Services.