Severities. The Severity of an Incident shall be determined by reference to the following matrix (please note that this advisory only and is to be used as a guide for calculation of Incident Severity). Distribution will be calculated as follows: • High = Affecting >=75% of Authorised Users for all customers using the Environment/Solutions. • Medium = Affecting >=25% and <75% of Authorised Users for all customers using the Environment/Solutions. • Low = Affecting <25% of Authorised Users for all customers using the Environment/Solutions, but more than one Authorised User. • Very Low = A single Authorised User of the Customer is affected. Examples of impacts are: • Unavailable = Service/Solutions are entirely unavailable for a customer (cannot connect or cannot run a trivial query). • Performance degraded = service performance materially below reasonable expectations. • Non-performance issue = any issue not related to performance (or where the impact on performance is relatively low or trivial). Note that, due to the nature of the Environment and Solutions as a query platform, using a technology that many parties may be unfamiliar with, performance may vary greatly due to poorly implemented or not optimised SQLs. Raising performance Incidents will be subjective based on an analysis of the SQLs being used by the Customer. Poorly written SQLs will not be treated as evidence of performance degradation for the Services, Environment or Solution(s). Customers should refer to the Performance Guide for further information.
