Common use of Issue Severity Level Definitions Clause in Contracts

Issue Severity Level Definitions. (i) P1: Mission Critical. Critical issue affecting all users of the Customer Site, including system unavailability and data integrity issues with no workaround available. (ii) P2: Urgent. Essential services are significantly degraded and/or impacting significant aspects of the Customer Site. The issue is persistent and affects many users and/or major functionality. No reasonable workaround available. (iii) P3: Important. Services are noticeably impaired, but most business operations continue as normal. Some but not all users are affected. Short-term workaround is available, but not scalable. (iv) P4: Minor. The support request consists of "how to" questions, enhancement requests, or documentation questions. This may include routine technical issues, information requested on application capabilities, navigation, installation or configuration, or a bug affecting a small proportion of users on the Customer Site.