Common use of Problem Severity Levels Clause in Contracts

Problem Severity Levels. When a CCR is opened a severity level is assigned based upon the impact or potential impact of the problem. The various severity level designations are described below. Severity 1: Network down Severity 2: Problem that will cause a severity 1 circumstance if not corrected Severity 3: Recurring operational problem Severity 4: Technical questions / future release request / software upgrades Severity 5: Single event problem with minor impact Severity 6: Currently used for advance warranty issues if applicable Severity 7: Problems that will be resolved in a future software release. The specific severity level definitions, actions, and escalation timeframes for critical problems (severity level 1 through 3 are described below.