Common use of Incident Severity Levels Clause in Contracts

Incident Severity Levels. There are three severity levels for incidents. Refer to section 7.c. below for service availability hours. Incident reports sent to the Help Desk outside of the regular hours are referred to as after-hours reports. CRITICAL • The web application does not respond to user requests • Data is corrupt • System security has been compromised The Help Desk shall acknowledge receipt of a Critical incident within one hour during regular hours and within twelve hours during after-hours support. HIGH • Productivity or work stoppage may occur or be significantly impaired but website is working • The incident may cause a security problem if not resolved quickly • Private information may be disclosed if the incident is not resolved quickly The Help Desk shall acknowledge receipt of a High incident within two hours during regular hours, but shall not respond to an after-hours, high incident report.

Incident Severity Levels. There are three severity levels for incidents. Refer to section 7.c. below for service availability hours. Incident reports sent to the Help Desk outside of the regular hours are referred to as after-hours reports. CRITICAL •  The web application does not respond to user requests •  Data is corrupt •  System security has been compromised The Help Desk shall acknowledge receipt of a Critical incident within one hour during regular hours and within twelve hours during after-hours support. HIGH •  Productivity or work stoppage may occur or be significantly impaired but website is working •  The incident may cause a security problem if not resolved quickly •  Private information may be disclosed if the incident is not resolved quickly The Help Desk shall acknowledge receipt of a High incident within two hours during regular hours, but shall not respond to an after-hours, high incident report.