Severity Level Definitions Sample Clauses

Severity Level Definitions. Customer and Dialogic will determine in good faith the severity level of the Service Request, based on the conditions set forth below:

Severity Level Definitions. Licensee, at the time it reports an Error to BigID, shall in good faith designate the Severity Level for such Error, using the definitions set forth in Table 1 below. BigID will not to modify such designation without Licensee’s prior written consent; provided, however, that if an issue is determined that the root cause of an incident is outside the Software or BigID control, then BigID may modify the designation of such incident; provided further, that BigID shall notify Licensee before modifying the designation. For issues where root cause is proven to not be a related to the Licensed Software, the resolution times shall not apply to that specific issue.

Severity Level Definitions. Severity -1 A problem that denies or substantially impacts the availability or generally accepted usage of a product or service critical to the delivery of Service Provider’s or Service Recipient’s business to a number of IT customers. There is no reasonable workaround for this problem. Examples include the following: o Application system error or failure by more than 1 person o CICS region down or an application within a region down o Network unavailable — inability to connect to network resources o Application or Network Response Time — Irrespective of the cause of the delay o Portal, including ▇▇▇▇▇▇▇▇▇.▇▇▇ site o Power failure o Servers, including print servers o Software Communications — Email (internal and external), Internet or Intranet access o Third Party Vendors — Examples include — MCI, Verizon, Equifax, ISO o Voice — includes any toll free numbers or telephone outage Severity -1A This severity code is only to be used when a severity one outage has been resolved, however, root cause analysis continues across BTS. Once the root cause is determined, the incident ticket is updated and closed. The owner of the outage is responsible to notify the Severity One Manager and Enterprise Support Center. Severity -1X A problem that does not deny availability of a product or service; however; the issue impacts premium, billing, commissions or is of a financial nature which critically impedes the customer’s processing of business. Severity -2 A problem which may deny the use of a critical product or service threatening future productivity. Severity -3 Urgent high impact problem. This type of problem may impact as few as one person and disrupts a group’s work methods and productivity. Severity -4 An important issue but does not have a significant current productivity impact. Severity -5 A service request that has a discretionary time value in which to respond. Severity -6 An enhancement or modification of a product, system or service.

Severity Level Definitions. At the time it reports an Error to BigID, Customer shall in good faith designate the Severity Level for such Error, using the definitions in Table 1 below. BigID will not modify such designation without Customer's consent, provided that the parties shall work in good faith to properly classify the Severity Level; provided, however, that if it is determined that the root cause of an incident is outside the Software or BigID control, then, upon notice to Customer, BigID may modify the designation.

Severity Level Definitions. Sev-1 (Critical) - Issue capable of triggering complete system shutdown or preventing all users from conducting mission-critical operations. Sev-2 (High) - Issue capable of collapsing large parts of the system or preventing some, but not all, users from conducting mission-critical operations. Sev-3 (Moderate) – Issue results in some unexpected or undesired behavior, but not enough to disrupt system function or use. Sev-4 (Minor) – Issue results in an aspect of the system and/ or a demand on the user which makes it unpleasant, inefficient, inconvenient for the user to achieve their goals in typical usage situations.

Severity Level Definitions. The following severity level definitions will be used to determine the maximum response times: Severity 1 This is defined as a failure that causes the system and/or infrastructure a loss of voice functionality and no work-around or immediate solution is available. The following are examples of this kind of failure: • 33% of call processing resources impaired • Site Environment alarms: o Smoke, o Unauthorized access o Temperature o Power failure Severity 2 This is defined as a fault that causes the system to operate with a continuous reduction in capacity or functionality of core services (core services include, voice, data or network management). The following are examples of this kind of failure: • Less than 33% of call processing resources impaired • Failure of a single redundant component Severity 3 This is defined as a fault which reduces the functionality, efficiency or usability of core services (voice, data and network management) and there is a viable work- around in place. The following are examples of this kind of severity: • Intermittent faults that are infrequent and minor impact to core services • Statistical reporting problems Severity 4 This is defined as a minor issue, which has little or no impact on the functionality, efficiency or usability of core services. The following are examples of this kind of severity: • Faults resulting in minor functions or features being unsupported or unreliable in ways that are not noticeable to the user. • Faults that have no impact in how the user perceives the system to work. • Cosmetic issues. • Requests for information. • Preventive Maintenance

Severity Level Definitions. Severity Level Urgent: Customer experiences complete loss of use of the Software Services, meeting the definition of “Unavailable” in Section V-A-1 below and no procedural workaround exists, thereby blocking a Customer’s business operations. Severity Level High: Customer experiences a severe defect or configuration issue with the use of the Software Services and no procedural workaround exists, thereby causing a high impact to Customer’s business operations (excluding Software Service failures that qualify as Severity Level Urgent). Severity Level Normal: Customer experiences a problem where the use of the Software Services are partially reduced, thereby causing a low-to-medium impact to Customer’s business operations. A procedural workaround exists (excluding Software Service issues that qualify as Severity Level Urgent or High). Severity Level Low: Routine Software Service support requests relating to issues where the use of the Software Service is negligibly reduced thereby causing a no-to-low impact to a Customer’s business operations (excluding Software Service issues that qualify as Severity Level Urgent, High or Normal).

Severity Level Definitions. Type Customer’s Situation Definition Expected Customer Response

Severity Level Definitions. The following table outlines the definition of Severity Levels of Problems. A Severity Level that is augmented by “(for BH)” is applicable for Licensees whose SA/TS Package includes the Technical Support – Business Hours option (and not the Technical Support – 24x7 option). A Severity Level that is augmented by “(for 24x7)” is applicable for Licensees whose SA/TS Package includes the Technical Support – 24x7 option. If the Severity Level is not augmented, it would apply to all Technical Support options. Users affected vs. severity of Error All existing users (“Global Failure”) Some existing users (<100% and >10%) Very few existing users (<10%) Completely inoperable, produces incorrect results or fails catastrophically ▇▇▇▇▇ ▇ (for BH) ▇▇▇▇▇ ▇▇ (▇▇▇ ▇▇▇▇) ▇▇▇▇▇ ▇ (▇▇▇ ▇▇) ▇▇▇▇▇ ▇▇ (▇▇▇ ▇▇▇▇) ▇▇▇▇▇ ▇ ▇▇▇▇▇▇▇▇▇▇▇ situation in which performance (throughput or functionality) is impacted, making the Software usable but not to its full extent Level 1 (for BH) ▇▇▇▇▇ ▇▇ (for 24x7) ▇▇▇▇▇ ▇ ▇▇▇▇▇ ▇ Does not function as expected in a way that does not significantly impact normal usage ▇▇▇▇▇ ▇ ▇▇▇▇▇ ▇ ▇▇▇▇▇ ▇ 4.3 Response to Severity Levels 4.3.1 Severity ▇▇▇▇▇ ▇▇ (24x7 Support Only)– AtHoc will provide a response by a qualified technical team member to begin to diagnose and to correct a Severity 1A problem as soon as reasonably possible and will use best efforts to resolve the problem providing either complete resolution or work-around in less than eight (8) hours. A report of such problem must be done by phone. A response by phone will be provided within two (2) hours, with the aim of providing a work-around to reinstate production operations as soon as possible. If AtHoc delivers an acceptable work-around, the severity classification will drop to a Severity 2. AtHoc will provide hourly status updates (or at an agreed frequency) while there is a Severity 1A problem. 4.3.2 Severity Level 1B (24x7 Support Only) – AtHoc will provide a response by a qualified technical team member to begin to diagnose and to correct a Severity 1B problem as soon as reasonably possible and will use best efforts to resolve the problem providing either complete resolution or work-around in less than twenty four (24) hours. A report of such problem must be done by phone. A response by phone will be provided within four (4) hours, with the aim of providing a work-around to reinstate production operations as soon as possible. If AtHoc delivers an acceptable work-around, the severity classifica...