Acknowledged Incident Severity Levels. ISB prioritizes which Acknowledged Incidents have to be fixed first based on the following Severity Levels: Severity Level 1 – “Blocker” Severity Level 1 involves Acknowledged Incidents where there is data loss or one or more of the following occurs, for which no reasonable workaround is immediately available: (i) the Software or Add-On is inoperative or its capability, functionality and/or performance is severely degraded or (ii) frequent failures make the Software or Add-On unreliable. ISB provides maximum effort and expert level technical support for handling these most severe problems. Blockers require You to be available on an on-going basis. This Severity Level includes, without limitation, Acknowledged Incidents that may be resolved through an Update or a Hotfix. Severity Level 2 – “Critical” Severity Level 2 involves Acknowledged Incidents where one or more of the following occurs: (i) the Software or Add-On is operable, but a major feature of the Software or Add-On is unavailable for which no reasonable workaround is immediately available, (ii) the Software or Add-On has moderately degraded functional capability/performance, (iii) a Blocker for which a commercially reasonable workaround is available. Severity Level 3 – “Major” Severity Level 3 involves Acknowledged Incidents where on or more of the following occurs: (i) the Software or Add-On is operable, but a feature of the Software or Add-On is unavailable, for which a commercially reasonable workaround is immediately available, (ii) the Software or Add-On has minor degraded functional capability/performance or (iii) a Critical Acknowledged Incident for which a commercially reasonable workaround is immediately available. Severity Level 4 – “Minor” Severity Level 4 involves Acknowledged Incidents where the Software or Add-On is operational and there is no significant impact as to use or functionality of the Software or Add-On. When submitting Incidents, You shall have to indicate the Severity Level that You believe may be applicable. In each case, however, the Severity Level shall be deemed to be the Severity Level that ISB determines in its sole discretion.
