Issue Severity Clause Samples

The Issue Severity clause defines how problems or defects are categorized based on their impact or urgency. Typically, it establishes a tiered system—such as critical, major, or minor—so that each issue is assigned a severity level according to predefined criteria. This classification helps prioritize responses and resolutions, ensuring that the most serious issues are addressed first and resources are allocated efficiently.
Issue Severity. All support issues are assigned a severity level:
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Issue Severity. The Contractor shall resolve % of all System issues and requests for service, other than Updates, Upgrades, or Improvements or new features, regardless of severity level, within 24 hours and % of severity 1 issues within hour. In the event that more than one request within the same severity level is reported to the Contractor, Client Agency shall determine the priority of the requests. The severity level of a System issue shall be lowered if the Contractor implements a work-around, as approved by Client Agency that reduces the severity of the System issue. When responding to System issues or requests for service, the Contractor shall use the severity levels defined in the following table: Severity Level Description Definition Examples, including, but not limited to the following 1 Total System Failure Occurs when the System is not functioning and there is no workaround.  Application, database, or web server down  Interfaces not working  Application bug/issue stopping workflow for any/all usersCentral Server is down or the workflow of an agency is not functioning. 2 Critical Failure Critical failure occurs when a crucial element in the System that does not prohibit continuance of basic operations is not functioning and there is usually no suitable work-around.  High speed scanner, printer or device down, not responding or not working correctly  Failover site is not available  Reporting server is down/users unable to create reports/users unable to access reporting database  Response time degraded  Individual User workstation issue is preventing individual user from accessing application and/or using application  Application bug/issue hindering workflow 3 Non-Critical Failure Non-Critical part or component failure occurs when a System component is not functioning, but the System is still useable for its intended purpose, or there is a reasonable workaround.  Individual user cannot print  Reports are formatted incorrectly  Individual user’s device is not working 4 Inconvenience An inconvenience occurs when System causes a minor disruption in the way tasks are performed but does not stop workflow.  Hardware is working in a manner that causes inconvenience (for example, working slowly)  Individual user has application or training question that does not affect daily productivity  ‘One off’ error occurs infrequently and cannot be easily reproduced 5 New features Occur when Client Agency requests a new feature to System functionality. Such new fea...
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Issue Severity. All support issues are assigned a severity level: 3.1 Severity 1: An error in the Software which severely affects the overall production performance of the Software’s function or process, such that a production system is non-functional and no procedural work-around exists.
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Related to Issue Severity

  • CAP ON MONETARY LIABILITY EXCEPT FOR DAMAGES ARISING OUT OF LIABILITY WHICH CANNOT BE LAWFULLY EXCLUDED OR LIMITED, OR , THE TOTAL AGGREGATE LIABILITY OF EITHER PARTY FOR ANY AND ALL CLAIMS AGAINST THE OTHER PARTY UNDER THIS AGREEMENT, WHETHER ARISING UNDER OR RELATED TO BREACH OF CONTRACT, TORT (INCLUDING NEGLIGENCE), STRICT LIABILITY, OR ANY OTHER LEGAL OR EQUITABLE THEORY, SHALL NOT EXCEED THE AMOUNT OF ALL PAYMENTS ACTUALLY RECEIVED BY NEOGOV FROM RESELLER IN CONNECTION WITH YOUR SERVICES IN THE 12 MONTH PERIOD PRECEDING THE DATE OF THE EVENT INITIALLY GIVING RISE TO SUCH LIABILITY. THE EXISTENCE OF ONE OR MORE CLAIMS WILL NOT ENLARGE THE LIMIT.

  • FUNDING CONTINGENCY a. In the event funding from state, federal, or other sources is withdrawn, reduced, or limited in any way after the effective date of this Contract and prior to completion of the work in this Contract, DCYF may: (1) Terminate this Contract with ten (10) days advance notice. If this Contract is terminated, the parties shall be liable only for performance rendered or costs incurred in accordance with the terms of this Contract prior to the effective date of termination; (2) Renegotiate the terms of the Contract under the new funding limitations and conditions; (3) After a review of project expenditures and deliverable status, extend the end date of this Contract and postpone deliverables or portions of deliverables; or (4) Pursue such other alternatives as the parties mutually agree to in writing. b. Any termination under this Section (FUNDING CONTINGENCY) shall be considered a Termination for Convenience.

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