Examples of Severity in a sentence
Requests received from Customers with Premier Level Support Services shall receive priority handling over other requests within a given Issue Severity Level.
Such Issue Severity Level shall be assigned by AvePoint at the time of receipt of such email or web support ticket request from Customer per the Issue Description guidelines given in the table below at AvePoint’s sole discretion.
Ticket Severity First Reply Resolution/Mitigation ETA Urgent 1/5 business hours 4 business hours or as soon as feasible or practical High 3 business hours 8 business hours or as soon as feasible or practical Normal 6 business hours As soon as feasible or practical Low 8 business hours None *Notes: Urgent applies only to issues that are submitted via the EFI Help Center webform, xxxxx://xxxxxxxxxx.XXXXXXXXX- XXXXX.xxx/xx/xx-xx/xxxxxxxx/xxx, and are confirmed as Urgent by EFI.
Once Company has determined that the support request is covered by a valid Agreement, Company will respond to such support requests based in the manner described in section “Support Response Times and Severity Levels”, when a support request is made to obtain assistance with Errors in the Solution.
Subject to the terms of this Appendix, the Vendor shall, throughout the Term, achieve the “Response Time” and “Resolution Times” with respect to Service Incidents on the basis of their “Severity Levels” as follows: Service Incident and Severity Response Time SLR Resolution Time SLR Severity 1 – material loss of functionality affecting Customer’s use of the Services with no commercially reasonable workaround available; and/or confirmed confidentiality or security exploitation.