Severity Level 2 Incident definition

Severity Level 2 Incident means an Outage or non-availability of the telephone, voicemail, or Instant Messaging services, which prevents more than 25% and not more than 50% of the Users at a Location from using the telephone, voicemail, or Instant Messaging services.

Severity Level 2 Incident is a major 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 more than 25% of the Users of the Application running on the Service at the affected Location:  For Telephony Application:  The site has lost more than 25% of the call completion function i.e. calls not completing for more than 25% of users – 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 for more than 25% of calls 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 25% of users.  For Conferencing Applications:  The Location has lost more than 25% Audio/Video/Web Conference service.  For Instant Messaging / Presence Applications:  The Location has lost more than 25% of Instant Messaging / Presence.

Severity Level 2 Incident means a serious disturbance to the Service which makes it impossible to use the essential functions of the Service or prohibiting access to the Service for a large number of Agent positions (blocking incident). For the avoidance of doubt, non-use of the essential functions shall mean when: (a) more than 20% of users (Agents and Supervisors) cannot connect to the Services; or

Examples of Severity Level 2 Incident in a sentence

• Where the Customer becomes aware of an Incident; the Customer Contact will report any Severity Level 1 Incidents and Severity Level 2 Incidents via telephone to the Service Desk, otherwise if the Severity Level 1 Incidents or Severity Level 2 Incident is not reported via telephone it will be deemed a Severity Level 3 Incident.

• Whenever requested by the DCC (acting reasonably), the Contractor shall, at intervals of no more than 1 hour, provide to the DCC an up-to-date status report with respect to any Severity Level 1 or Severity Level 2 Incident.

• Service Level Service Level Target Service Request Response Time Service Level The Service Request Response Time Service Level measures the elapsed time taken for Oracle to acknowledge the receipt of an SR for a Severity Level 1 or Severity Level 2 Incident affecting a Production Environment (“Time to Respond”).

• Severity Level 2 Incident can only be reported through EVS Hotline.• “Severity Level 3” is either (i) where an Incident results in the failure of minor feature or function of the Equipment which is then not operating optimally causing minor or irritating issues for Customer’s business operation or (ii) a question or request for documentation or information regarding the Equipment.

• If a Severity Level 1 or Severity Level 2 Incident is identified and appropriately triaged and classified by both Contractor and City during the test environment deployment test window, Contractor shall correct the SaaS Incident.

More Definitions of Severity Level 2 Incident

Severity Level 2 Incident is an Incident in the IP PBX or Voice Mail & IM/Presence Application Servers managed by Orange that causes an outage or non-availability of the telephone, IM/Presence or voicemail service supported by such IP PBX or Equipment server, which prevents more than 25% of the users from using the telephone, IM/Presence or voicemail service.

Severity Level 2 Incident means: (a) 50% of Services cannot be accessed or used in accordance with Applicable Specifications and (i) would not likely result in Company’s breach of Laws, and (ii) cannot be otherwise performed at that time or (b) a feature or functionality of the Services is not operating substantially in accordance with Applicable Specifications, resulting in a material disruption to Company’s use of the Services; or (c) any circumstance or event that if not Resolved may result in a Severity Level 1 Incident within forty-eight (48) hours.

Severity Level 2 Incident. The Incident Response Time shall be 4 hours from Incident Notification.

Severity Level 2 Incident. The Incident Resolution Time shall be 2 business days from Incident Notification.

Severity Level 2 Incident means any Incident that is not a Service Level 1 Incident. "Third Party Intervention" means intervention by any person not authorized by Orange.

Severity Level 2 Incident has the meaning set forth in the Service Level Agreement.

Severity Level 2 Incident is an Incident of the Video Endpoint that causes an the non-availability of Video Conferencing. Such Video Endpoint must be covered by a 8x5 Next Business Day (NBD) maintenance contract.