Common use of Incident Severity Levels Clause in Contracts

Incident Severity Levels. During the term of this Contract, Contractor will provide the services necessary to remedy any Severity ▇▇▇▇▇ ▇, ▇▇▇▇▇▇▇▇ ▇▇▇▇▇ ▇ or major impact Severity Level 3 incidents in the Solution and to acknowledge, evaluate and record any other incidents in the Solution. Fixes for ▇▇▇▇▇▇▇▇ ▇▇▇▇▇ ▇ and Severity Level 4 incidents will be prioritized after all ▇▇▇▇▇▇▇▇ ▇▇▇▇▇ ▇ and Severity Level 2 incidents are remedied. Support Services will commence promptly after the State has identified an incident with the Solution and has notified Contractor’s support desk of the incident. During the Support Term, the State will have access to a Contractor support desk twenty-four