Definitions of Severity Levels. Severity 1 problems are events that have a significant impact on the operation of the Application Services and a materially adverse impact on the Client and/or the Authorized Users and Customers of Client as described below: • Any event that significantly disrupts or threatens to disrupt service levels of the Application Services to Authorized Users and Customers of Client. • Any online application outage that significantly impacts the online availability service level of the Application Services. • Consistent degradation of performance (response time or function) that significantly impairs the Application Services Availability to Authorized Users and Customers of Client. Severity 2 problems are events that do not have a significant impact on the operation of the Application Services or Authorized Users’ and Customers of Client’s use of the Application Services, as described below: • An error that disables only certain non-essential functions of the Application Services and may result in degraded operations, including without limitation, an error that results in non-essential computer transactions not processing property. • An error/event that disables only non-essential functions of the Application Services but also adversely affects the use of the Application Services. As an example only, and without limitation, an essential function is the processing and administration of Orders via the Application Services. Severity 3 problems are minor events that do not have a significant impact on the operation of the Application Services or its access by Authorized Users and Customers of Client.
Definitions of Severity Levels. Severity 1 problems are events that have a significant impact on the operations of the system and have an impact on Customers’ use of the Service. • Any event that significantly disrupts or threatens to disrupt service levels of the Service to Customers. • Any online application outage that significantly impacts the online availability service level of the Service. • Any telecommunications interruption that leads to a significant disruption of the Service to Customers. • Consistent degradation of performance (response time or function) that significantly impairs the Service to Customers. • Any repeating unresolved incidents that have significant impact on the operations of the Service or the Customers’ use of the Service • Any certificate revocation request Severity 2 problems are events that do not have a significant impact on the operation of the Service or Customers’ use of the Service. • An error that disables only certain non-essential functions of the Service and may result in degraded operations, including without limitation, an error that results in computer transactions not processing properly. • An error/event that disables only nonessential functions of the Service, but also adversely affects the use of the Service. Severity 3 problems are minor events that do not have a significant impact on the operation of the system or the Service or the Customer’s use of the Service.
Definitions of Severity Levels. FATAL - SEVERITY 1 Production System Unavailable or Unusable for multiple users- Business Operations halted or critical features not functioning. Users are not able to complete their daily production operations. Critical business situation that if not immediately addressed will result in severe exposure to Buyer (e.g. Critical business deadline, breach of security, legal requirement, customer relationship) Systems testing identifies significant problem that will prevent on-time deployment of product or Updates and will critically impact a major Buyer business system deployment. -------------------------------------------------------------------------------- CRITICAL - SEVERITY 2 Severe loss of functionality - Key business operational function(s) can not be performed on a production system as a result. Systems testing identifies significant problem that will prevent on-time independent deployment of Supplier product or Updates. -------------------------------------------------------------------------------- IMPORTANT - SEVERITY 3 System features or functions not available or restricted. Individual functionality not working resulting in degraded business operations MINOR - SEVERITY 4 Issue is documentation related or has minimal impact on business. [ ] -------------------------------------------------------------------------------- If the Buyer determines the severity of the impact on the Buyer's business has changed, the Buyer agrees to change the severity of the defect accordingly. -------------------------------------------------------------------------------- DEFINITIONS OF RESPONSE AND RESOLUTION TARGET Verbal acknowledgment of receipt LEVELS: [ ] FIRST LEVEL - RESPONSE of problem report and identification of individual assigned to resolve problem -------------------------------------------------------------------------------- SECOND LEVEL - RESOLUTION Acceptable workaround provided -------------------------------------------------------------------------------- THIRD LEVEL - RESOLUTION Patch or Fix provided -------------------------------------------------------------------------------- FINAL LEVEL- RESOLUTION Official correction, update or new release including documentation --------------------------------------------------------------------------------
Definitions of Severity Levels. Arigoo will work with the Licensee to assign the appropriate Severity Level to all Incidents according to the criteria below. Severity Levels are assigned to allow prioritization of incoming Incidents. Arigoo may reclassify Incidents if it reasonably believes that Licensee’s classification is incorrect. In the event Arigoo determines that an Incident is in fact an Enhancement Request, it shall not be addressed under Section 5.4, 5.5, 5.6 and Section 6(c). Enhancement Request shall be addressed pursuant to Section 6(b). Severity Conditions Severity 1 (Critical) An Incident that results in a critical business impact for a Production System; may be assigned to an Incident where Licensee experiences (i) a complete or substantial loss of service when using a Production System, or (ii) real or perceived data loss or data corruption making an essential part of the Production System unusable, or (iii) inability to use a mission critical application within a Production System. Severity 2 (High) An Incident that results in a some business impact may be assigned to an Incident where Licensee experiences (i) the functionality of the Software is adversely affected, but can be circumvented, or (ii) certain functions within the Software are disabled, but the Software remains operable, or (iii) a complete or substantial loss of service when using a Development System. Severity 3 (Normal) An Incident that results in a minimal business impact; may be assigned to an Incident where Licensee experiences no loss of service and the Incident has no significant effect on the usability of the Software. This level is typically used for questions, comments and suggestions.
