Common use of Incident Classification Clause in Contracts

Incident Classification. For all requests which relates to incidents, Supplier will use a classification and escalation method. Supplier understands and expects that there may be cases in which the severity of the incident is not known at the time of request. Once Supplier receives such request, it will make a determination as to the severity level of the problem and respond accordingly. Should the Supplier’s Project Manager and Customer's Project Manager disagree on the severity of the incident, the incident shall be classified as Level 3: 3 2 1 Severity Level Work-Around Available Error Critical System Failure Software is functioning with work-arounds. Incident may be prioritized as a Modification to be included into a future release. Any other uncategorized issues or questions. Software has minor functionality which is unavailable or impaired. No mutually agreed upon work-around is available. Software has important functionality or core component which is unavailable or severely impaired. No Application feature is currently functioning. Application is completely unavailable or severely impaired.

Incident Classification. For all requests which relates to incidents, Supplier will use a classification and escalation method. Supplier understands and expects that there may be cases in which the severity of the incident is not known at the time of request. Once Supplier receives such request, it will make a determination as to the severity level of the problem and respond accordingly. Should the Supplier’s Project Manager and Customer's Project Manager disagree on the severity of the incident, the incident shall be classified as Level 3: : Priority Level 4 3 2 1 Severity Level Work-Around Available Error Critical System Failure Software is functioning with work-arounds. Incident may be prioritized as a Modification to be included into a future release. Any other uncategorized issues or questions. Software has minor functionality which is unavailable or impaired. No mutually agreed upon work-around is available. Software has important functionality or core component which is unavailable or severely impaired. No Application feature is currently functioning. Application is completely unavailable or severely impaired.