Incident Classification Sample Clauses
Incident Classification. The Service Provider must classify and respond to support calls by the underlying problem’s effect on a Subscribing Entity. In this regard, the Service Provider may classify the underlying problem as critical, urgent, or routine. The guidelines for determining the severity of a problem and the appropriate classification of and response to it are described below. The Service Provider must designate a problem as “critical” if the Service is functionally inoperable, the problem prevents the Service or a major component or function of it from being used in production mode or there is significant potential for data integrity problems. This classification assumes there is no existing patch for the problem. The Service Provider must classify a problem as “urgent” if the underlying problem significantly degrades the performance of the Service or a major function or component of it or materially restricts a Subscribing Entity’s use of the Service in a production mode. A problem also will be considered urgent if a commonly used feature often generates application errors, causes the Service to freeze, locks up the computer on which the Service is running, or otherwise routinely does not work as intended. Classification of a problem as urgent rather than critical assumes that an affected Subscribing Entity still can conduct business with the Service and response times are consistent with the needs of the Subscribing Entity for that type of Service. As with the critical classification, the urgent classification assumes there is no existing patch or acceptable workaround procedure for the problem. Finally, the Service Provider may classify a support call as “routine” if the underlying problem is a question on end use or configuration of the Service. It also may be classified as routine when the problem does not materially restrict a Subscribing Entity’s use of the Service in its production environment, such as when a feature or combination of features generates minor or rare errors. Also, if any problem that otherwise should be classified as critical or urgent can be solved either by a known workaround or an existing patch that does not materially interfere with a Subscribing Entity’s use of the Service, the problem may be treated as routine. The Service Provider must apply the above classifications in good faith to each call for support, and the Service Provider must give due consideration to any request by a Subscribing Entity to reclassify a problem, taking into acco...
Incident Classification. (a) Interactive will determine the severity of any reported Incident based upon the Customer’s impact assessment, having regard to the urgency and impact factors in Table A and Table B. Interactive will then allocate a severity level in accordance with Table C.
(b) The Customer’s callers to the Service Desk must define the level or urgency of the Incident in accordance with Table A and define the impact of the Incident in accordance with Table B.
(c) Notwithstanding the urgency or impact factors:
(i) Interactive will classify any Incident Calls placed by the Customer by email or online as Severity 3 or 4 incidents; and
(ii) Severity 1 or 2 incidents Incident Calls must be placed by the Customer by phone calls.
Incident Classification. 5.1 Incidents shall be classified as follows:
Incident Classification. For all requests which relates to incidents, Supplier will use a classification and escalation method. Supplier understands and expects that there may be cases in which the severity of the incident is not known at the time of request. Once Supplier receives such request, it will make a determination as to the severity level of the problem and respond accordingly. Should the Supplier’s Project Manager and Customer's Project Manager disagree on the severity of the incident, the incident shall be classified as Level 3:
3 2 1 Severity Level Work-Around Available Error Critical System Failure Software is functioning with work-arounds. Incident may be prioritized as a Modification to be included into a future release. Any other uncategorized issues or questions. Software has minor functionality which is unavailable or impaired. No mutually agreed upon work-around is available. Software has important functionality or core component which is unavailable or severely impaired. No Application feature is currently functioning. Application is completely unavailable or severely impaired.
Incident Classification. In the event of a Service outage, failure or other degradation, BT shall assign a severity level in accordance with the table below (for the avoidance of doubt, BT shall only pay Service Credits on actual Incidents - see paragraph 3.1 above): Severity 1 * Severity 2 * Severity 3 * For the avoidance of doubt, Severity Levels in the above table have no relationship to the Severity Levels applicable to the Existing Services.
Incident Classification. Vendor and Subscriber will together classify each incident reported by Subscriber (each, an “Incident”), based on the Incident Classification Table below and on information provided by Subscriber. Catastrophic Incident (Severity Level 1) The Service is unusable, unavailable for a significant number of Subscriber users, or there is an imminent risk of the loss of Subscriber Data or the occurrence of a Security Incident. Critical Incident (Severity Level 2) The Service is materially degraded or otherwise causes results that are more detrimental to Subscriber or its systems than a Severity Level 3 Incident. Serious Incident (Severity Level 3) The Service experiences a significant malfunction, which materially impacts a portion of the functionality or the population of Subscriber users. Important Incident (Severity Level 4) The Service experiences a non-critical malfunction, which does not materially impact the functionality of the Service. Non-Critical Incident (Severity Level 5) The Service does not provide functionality or perform in a way that meets Subscriber’s new needs or Subscriber’s needs for information about the Service.
Incident Classification. 2.1 Following the registration phase, Mi Support will classify the case according to Item C.2.5.2: Incident Severity Matrix and calculate minimum response time according to Item C.2.5.3: Response Time Matrix.
Incident Classification. Customer will classify each Incident as Severity 1, Severity 2, Severity 3, or Severity 4, based on the impact to the Customer business, as defined below: ▪ Critical - Severity Level 1 Incident is an Incident that causes a complete outage of the service where no terminals can connect to the Service to transmit or receive data, or a complete outage of the Pelion Connectivity Management platform where no Customer users can access or use the Service. ▪ Major - Severity Level 2 Incident is an Incident that causes a significant failure or degradation in performance of the Service. The situation is causing a high impact to portions of the customers solution and no reasonable workaround exists. ▪ Minor – Severity Level 3 Incident is an Incident that causes a minor failure or degradation in performance of the Service that is non-critical. Short term workaround is available, but not scalable. ▪ Cosmetic – Severity Level 4 Incident is an enquiry regarding a routine technical issue, information requested on solution capabilities or configuration, or a bug affecting a small number of users. Workaround is available. Pelion reserves the right to reclassify Incidents if they are found to not be in line with these definitions. Any dispute in classification can be escalated in clause 3.8. If any Incident which is Severity Level 2 or Severity Level 3 is deemed business critical, then the escalation process should be invoked, and it may be reclassified as Severity Level 1 by Pelion.
Incident Classification. Customer is required to properly assess the business impact and urgency of an Incident when selecting a requested priority level for any Incident submission. Priority levels are defined as follows: Urgent Critical Service functionality is completely unavailable, causing a material impact on Customer’s business or operations, or there is a security breach. Examples include: High Critical Service functionality is interrupted, degraded or unusable, having a severe impact on Customer’s business or operations. Examples include: Normal Service functionality is interrupted, degraded or unusable, having a minor impact on Customer’s business or operations. Examples include: Low Non-critical Service functionality, including general inquiries or issues not impacting Customer’s business operations. Examples include:
Incident Classification. The Incident Classifications used for Services: High: An Downtime that prevents use; the performance and/or Services related to (the platform, application or its part belonging to) the Service have been disturbed to an unusable state, the application, its part or process has stopped, the Services are so unstable that no normal activities can be performed. If the Incident concerns users who are central to the Client or if the Incident concerns passengers, the Incident is classified as high. Medium: The Incident significantly hinders the usability of the Service, the hardware, application, Modification or platform are repeatedly unstable or do not respond normally to service requests. Low: The Incident occurs only on occasion and does not hinder use in a significant manner, the Incident concerns special services that are used rarely and/or it can be circumvented. Other situations that do not hinder the Client’s normal activities.