Common use of Service Level Requirements Clause in Contracts

Service Level Requirements. 5.1 Incident Severity Ranking (1) Displaying information to Operators (2) Capturing information from site peripherals (3) Acquiring / Storing information from the Software 1 Emergency Complete stop or major breach of the Software or Hardware ceases Client operations for one or more users at a critical period. (Example: unable to process transactions, major failure, server shutdown, unable to start the application on multiple computers, a hardware failure that affects all operations, etc.). 2 High Major problem that disrupts operations during working hours. A work around may be available to assist the Client until the problem is resolved. Note: Issuing transaction tickets manually is not an acceptable work around; such a situation would be considered an incident with a severity ranking of “Emergency”. (Example: Application problem affecting multiple staff or core work processes, such as transaction processing, collecting charges for account customers or rate calculations). 3 Medium Problem that impacts operations and requires resolution and has an acceptable workaround for the short term. (Example: A limited problem affecting only a few staff or minor work process but where a work around exists, such as rate settings for statutory holidays or administrative reporting). 4 Low Minor problem or request for information from users. (Example: Configuration settings, requests for information purposes only, etc.). 5.2 Response and Resolution Times Severity Ranking Response time Corrective Plan Required Outcome