Common use of Incident Classification Clause in Contracts

Incident Classification. (a) Interactive will determine the severity of any reported Incident based upon the Customer’s impact assessment, having regard to the urgency and impact factors in Table A and Table B. Interactive will then allocate a severity level in accordance with Table C. (b) The Customer’s callers to the Service Desk must define the level or urgency of the Incident in accordance with Table A and define the impact of the Incident in accordance with Table B. (c) Notwithstanding the urgency or impact factors: (i) Interactive will classify any Incident Calls placed by the Customer by email or online as Severity 3 or 4 incidents; and (ii) Severity 1 or 2 incidents Incident Calls must be placed by the Customer by phone calls.