Common use of Incident Classification Clause in Contracts

Incident Classification. Customer is required to properly assess the business impact and urgency of an Incident when selecting a requested priority level for any Incident submission. Priority levels are defined as follows: Urgent Critical Service functionality is completely unavailable, causing a material impact on Customer’s business or operations, or there is a security breach. Examples include: High Critical Service functionality is interrupted, degraded or unusable, having a severe impact on Customer’s business or operations. Examples include: Normal Service functionality is interrupted, degraded or unusable, having a minor impact on Customer’s business or operations. Examples include: Low Non-critical Service functionality, including general inquiries or issues not impacting Customer’s business operations. Examples include: