Common use of Issue Classification Clause in Contracts

Issue Classification. When reporting an Issue, the severity of the Issue will be classified based on the impact to Customer's business operations in accordance with the severity classification table below. To the extent that ▇▇▇▇▇ disagrees with any Issue classification provided by ▇▇▇▇▇▇▇▇, ▇▇▇▇▇ will promptly inform Customer of the revised classification of any Issue and the parties will resolve through good faith negotiations any disagreement regarding classification. Priority Business Impact Issue description 1 Critical Yes Trouble conditions where a Wazuh manager is completely out of service and is causing business impact to the customer. 2 High Yes Trouble conditions where a Wazuh manager or deployed agent is not fully functional and is causing business impact to the customer. 3 Medium No Trouble conditions where a Wazuh manager or deployed agent is not fully functional but is not causing business impact to the customer. 4 Low No Any condition or request for assistance that is not causing business impact to the customer. This priority is also used for information exchange and feature requests.

Appears in 2 contracts

Sources: Wazuh Cloud Terms, Wazuh Cloud Terms

Issue Classification. When reporting an Issue, the severity of the Issue will be classified based on the impact to Customer's business operations in accordance with the severity classification table below. To the extent that ▇▇▇▇▇ disagrees with any Issue classification provided by ▇▇▇▇▇▇▇▇, ▇▇▇▇▇ will promptly inform advise Customer of the revised classification of any Issue and the parties will resolve through good faith negotiations any disagreement regarding classification. Priority Business Impact Issue description 1 Critical Yes Trouble conditions where a Wazuh manager is completely out of service and is causing business impact to the customer. 2 High Yes Trouble conditions where a Wazuh manager or deployed agent is not fully functional and is causing business impact to the customer. 3 Medium No Trouble conditions where a Wazuh manager or deployed agent is not fully functional but is not causing business impact to the customer. 4 Low No Any condition or request for assistance that is not causing business impact to the customer. This priority is also used for information exchange and feature requests.

Appears in 1 contract

Sources: Service Level Agreement