Problem Classification. The following classification table defines the severity of problems reported by eBay and/or LiveWorld. Problem Classification Table Classification Criteria Severity 1 (Critical) The LiveWorld Service is non-operative or performance is significantly impaired. The LiveWorld Service cannot be accessed by Users without significant delay, if at all. No known work around is currently available. Severity 2 (Degraded) The LiveWorld Service is operational but usability is impaired. Severity 3 (Minimal) Reported problems that have slight or no impact on User access or usability. (Includes general bugs and users or eBay contributed HTML that causes performance/display problems) PORTIONS DENOTED WITH [***] HAVE BEEN OMITTED AND FILED SEPARATELY WITH THE SECURITIES AND EXCHANGE COMMISSION PURSUANT TO A REQUEST FOR CONFIDENTIAL TREATMENT.
Problem Classification. The following Problem Classification Table definitions are used for classifying performance issues: Problem Classification Table Classification Article X Criteria Severity 1 (Critical) The Services are at a standstill. The system is completely unusable and no work around is currently known. Severity 2 (Serious) The Services are significantly impaired and impacting 30% or more normal processing volumes. Key business processes, such as Authorizations, cannot be conducted without significant delay or business/financial impact. No known work around is currently available. Severity 3 (Degraded) The Services do not function as designed. However, PayPal Customers can register or use the Services without significant delay. Transactions can be sent and payments can be made; and customers have access to their payment information. Severity 4 (Minimal) Minor Bug Fixes—this group includes problems that have little or no impact on daily business process.
Problem Classification. The following Problem Classification Table definitions are used for classifying customer issues. These classifications insure consistent treatment of problems handled by support. Severity 3 (Degraded Operations) is the default severity level that all cases are initially set to unless otherwise specified by the customer or the support engineer. The support engineer handling the case will work with the customer to establish what severity should be assigned. The following are the four levels used by Active Software to prioritize a customer's problem. Problem Classification Table Error Classification Criteria The problem is affecting time-critical applications with production work at a standstill. The system is completely Severity 1 (Critical) unusable and no work around is currently known. The affected system must be for production purposes. The system is significantly impaired such that key business Severity 2 (Serious) processes can not be conducted and no known work around is currently available. Severity 3 (Degraded) The system can not function as designed however key business processes are not interrupted. Severity 4 (Minimal) Problems are low-impact. Little or no impact to daily business process.
Problem Classification. Healthix will assign a Severity score to each problem reported, based on the Problem Classification Table below. Severity 2 will be the default Severity Level, unless otherwise specified by help desk personnel.
Problem Classification. The following Problem Classification Table definitions are used for classifying performance or availability issues. Severity 1 and Xxxxxxxx 0 Xxxxxxxx Xxxxx classification is only available for deployments with Gold, Platinum and Platinum Plus Support tier. Severity Level Criteria Severity 1 (Very High) Deployment is unavailable. Deployment endpoint (url) is not able to perform any requests. Severity 2 (High) Deployment is degraded; Significant number of requests to the deployment are failing (5xx errors). Severity 3 (Normal) Deployment is available and some requests are failing; You have questions related to technical support, product, service, deployment, billing, etc. Severity 4 (Low) Additional development or enhancement services which are not critical in nature.
Problem Classification. The SC technical support specialist responding to CI will classify the issue by assigning an initial priority in a call ticketing system in accordance with the following levels of severity: Severity Level Description Resolution Parameters LEVEL 1 - Critical/Emergency Critical Impact - This problem severity level is associated with the Services not functioning at all or not accessible and there is no acceptable workaround. Response Time: 1 Business Hour Resolution Objective*: ½ to 2 Business Hours LEVEL 2 - Urgent/High Significant Impact - This problem severity level is associated with significant and / or ongoing interruption of an Authorized User’s use of a major function (as determined by the Authorized User) of the Services and for which a temporary work-around (as determined by the Authorized User) is available. Response Time: 3 Business Hours Resolution Objective*: 12 Business Hours LEVEL 3 - Minor/Low Inconvenience – This problem severity level is associated with minor disruptions in the way tasks are performed, but does not stop workflow; able to accomplish all functions, but not as efficiently as normal. Response Time: 4 Business Hours Resolution Objective*: 10 Business Days LEVEL 4 - General This Problem Severity Level is associated with: (a) general questions pertaining to the Services; or, (b) problems which are not included in Problem Severity Levels 1, 2, or 3. Response Time: 1 Business Day Resolution Objective*: 20 Business Days * Resolutions are tracked from the time SC is notified of the issue. SC shall make reasonable commercial efforts to resolve the problem in the required time. However, when application problems arise, the resolution time may have to be extended due to the complexity of the issues. In certain cases, the resolution of a problem may require a change to the system. Problems may be re-classified as new information becomes available; SC shall notify CI of any change to the classification. No credits are provided for failure to meet resolution objectives or escalation targets; CI’s only remedy is to request a formal report from SC, containing a description of the issue and events timeline, an impact assessment on CI and CI’s Clients, a problem recognition and analysis , and improvement actions to be taken.
Problem Classification. The following Problem Classification Table definitions are used for classifying performance issues. Severity Level Criteria Severity 1 (Critical) The whole System or significant part is non-operative or significantly impaired and cannot be conducted without significant delay, if at all. No known work around is currently available. Severity 2 (Degraded) The System does not function as designed. Severity 3 (Minimal) This group includes problems that have little or no impact on daily business process.
Problem Classification. By way of telephone support, Entrust will provide an initial call back response to all Customer calls who report Errors with within one (1) hour of Entrust Datacard’s receipt of notice of an Error. During the initial response, Entrust will determine and classify the severity of the Error through consultation with Customer based on the criteria below. Severity 1: An Error resulting in:
Problem Classification. The following Problem Classification Table definitions are used for classifying performance issues. Problem Classification Table Classification Criteria Severity 1 (Critical) Sublicensee Services are non-operative or significantly impaired. XX cannot be conducted without significant delay, if at all. No known work around is currently available. Severity 2 (Degraded) Sublicensee Services do not function as designed. Severity 3 (Minimal) This group includes problems that have little or no impact on daily business process.
Problem Classification. Company shall assign Severity Level to each customer issue. The default severity is 3. Severity Definition Table Issue Severity Severity 1 An incident that causes the XXXX service provided by Samsung, to be inoperative or a security breach that could result in an unauthorized third party obtaining access to customer data. The incident is impacting a significant number of users and severely impacting normal business operations. No workaround is immediately available. For example: 1) Container is not accessible by a significant number of users across the organization, normal operation of the organization is severely degraded. 2) Critical applications within the container (such as E-mail) are causing the container to crash frequently for significant numbers of users across the organization, normal operation of the organization is severely degraded.
