Common use of Incident Classification Clause in Contracts

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 account the Subscribing Entity’s unique business and technical environments and any special needs it may have.

Incident Classification. The Service Provider Contractor must classify and respond to support Support calls by the underlying problem’s effect on a Subscribing Entitythe State. In this regard, the Service Provider Contractor may classify the underlying problem as critical, urgent, or routine. The guidelines for determining the severity of a problem and the appropriate classification of of, and response to to, it are described below. The Service Provider Contractor must designate a problem as “critical” if the Service Software is functionally inoperable, the problem prevents the Service or a major component or function of it Software 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 Contractor 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 Software or materially restricts a Subscribing Entitythe State’s use of the Service Software in a production mode. A problem also will be considered urgent if a commonly used feature often generates application errors, causes the Service Software to freeze, locks up the computer on which the Service Software 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 the State still can conduct business with the Service and response times are consistent with the needs of the Subscribing Entity for that type of ServiceSoftware. 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 Contractor may classify a support Support call as “routine” if the underlying problem is a question on end use or configuration of the ServiceSoftware. It also may be classified as routine when the problem does not materially restrict a Subscribing Entitythe State’s use of the Service Software 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 Servicepatch, the problem may be treated as routine. The Service Provider Contractor must apply the above classifications in good faith to each call for supportSupport, and the Service Provider Contractor must give due consideration to any request by a Subscribing Entity the State to reclassify a problem, taking into account the Subscribing EntityState’s unique business and technical environments and any special needs it may have.

Incident Classification. The Service Provider Contractor must classify and respond to support calls by the underlying problem’s effect on a Subscribing EntitySubscriber. In this regard, the Service Provider Contractor 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 Contractor 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 Contractor 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 EntitySubscriber’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 Subscriber still can conduct business with the Service and response times are consistent with the needs of the Subscribing Entity Subscriber 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 Contractor 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 EntitySubscriber’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 EntitySubscriber’s use of the Service, the problem may be treated as routine. The Service Provider Contractor must apply the above classifications in good faith to each call for support, and the Service Provider Contractor must give due consideration to any request by a Subscribing Entity Subscriber to reclassify a problem, taking into account the Subscribing EntitySubscriber’s unique business and technical environments and any special needs it may have.