Common use of Severity Levels Clause in Contracts

Severity Levels. eLabNext will work with You to assign the appropriate severity level to all Incidents according to the Severity Level definitions. Severity Levels are assigned to allow prioritization of incoming Incidents. eLabNext may reclassify Incidents based on the current impact on the use of eLabNext Software products and business operations as described in the Severity Level definitions. In the event eLabNext determines that an Incident is in fact an Enhancement Request (i.e. considered as a known limitation), it shall not be addressed under these Support Terms.