Severity Definitions. Severity Level Description
Severity Definitions. Severity Description Critical • Highly critical impact on a product or live environment. • Catastrophic production problem which may severely impact the Client's production or live environment systems, causing loss of production data or service. No procedural work-around exists. • Continued lack of availability. • No work-around exists. High • High impact on a production or live environment. • Problem where the Client's system is functioning but at severely reduced capacity. The situation is causing significant impact to parts of the Client's business operations and productivity. The system is exposed to potential data loss or interruption of service. • Irregular service interruptions. • No reliable work-around exists. Severity Description Medium • Minor impact on a production or live environment. • A medium-to-low impact problem that involves partial non-critical functionality loss and may interrupt some operations but allows the Client to continue to function. This may be a minor issue with limited loss or no loss of functionality or impact to the Client's operation. This includes documentation errors. • Minimal reduction or interruption of the business processes. • Work-around exists. Low • No direct impact on the production or live environment. • A general usage question or recommendation for a future product enhancement or modification. There is no impact on the quality, performance or functionality of the product. • No reduction of the business processes. • Work-around may exist. A “work-around solution” is a temporary remedy required to eliminate an error. Work-around solutions may cause minor restrictions in system performance or available system functionality. A “permanent fix” is the actions required to prevent the reoccurrence of an error and any underlying causes of a problem. When a permanent fix is implemented, the system is restored to full functionality and performance.
Severity Definitions. Service requests for supported Oracle programs may be submitted by you online through Oracle’s web- based customer support systems or by telephone. The service request severity level is selected by you and Oracle and should be based on the severity definitions specified below. Severity 1 Your production use of the supported programs is stopped or so severely impacted that you cannot reasonably continue work. You experience a complete loss of service. The operation is mission critical to the business and the situation is an emergency. A Severity 1 service request has one or more of the following characteristics: • Data corrupted • A critical documented function is not available • System hangs indefinitely, causing unacceptable or indefinite delays for resources or response • System crashes, and crashes repeatedly after restart attempts Reasonable efforts will be made to respond to Severity 1 service requests within one hour. For response efforts associated with Oracle Communications Network Software Premier Support and Oracle Communications Network Software Support & Sustaining Support, please see the Oracle Communications Network Premier & Sustaining Support and Oracle Communications Network Software Support & Sustaining Support sections above. Except as otherwise specified, Oracle provides 24 hour support for Severity 1 service requests for supported programs (OSS will work 24x7 until the issue is resolved) when you remain actively engaged with OSS working toward resolution of your Severity 1 service request. You must provide OSS with a contact during this 24x7 period, either on site or by phone, to assist with data gathering, testing, and applying fixes. You are requested to propose this severity classification with great care, so that valid Severity 1 situations obtain the necessary resource allocation from Oracle.
Severity Definitions. The following problem classification table will be used for classifying performance issues: Severity Level Outage and Error Description 1 Critical Inaccessible; inoperable – e.g., site down or consistently experiencing >6s load time; Consistently >400ms response time/latency; Key data missing, data errors, or data corruption 2 High Substantial degradation of user experience, or core functionality broken; Substantial degradation of Services response time (>200s but <400ms), but with no data loss or corruption 3 Medium Degradation of user experience for a significant number of users, but the site or service is still usable overall 4 Low Non-User impacting issues
Severity Definitions. The service problem reason shall be based on the following severity definitions:
Severity Definitions. Severity Definition Examples High Non critical but significant issue affecting a small group of users or an issue that is degrading the performance and reliability of supported Services; however, the services are still operational. Support issues that could escalate to Critical if not addressed quickly. Some users experiencing slow internet connectivity. Unable to access printer(s). Normal Routine support requests that impact a single user or non-critical software or hardware error. Preparing for changes in ISP services. Implementing special request by users like 1-to-1 NAT or static IP assignments. Low A minor service issue or general inquiry. Non-critical tutorial questions. User productivity may be slightly affected but never completely halted. Technical consultations for pending purchases. The initial response to each issue will focus on the collection of detailed information or, in less complex cases, the resolution of the issue. The response time is dependent on the severity of the problem, as shown below. High Severity: 8 Business Hours Normal Severity: 16 Business Hours Low Severity: 24 Business Hours COST SCHEDULE I acknowledge that if I ADD systems or additional system components, costs related to the change will be accounted for in future invoices to the Client. Adjustments to this agreement may be necessary as part of the system changes. The contract term is for 2 yrs from commencement date indicated below. Approved by: City Of Buda _Kenneth Xxxxxxxx Company Name Contact Name 000 X. Xxxx Xx Xxxx 000 Xxxx, Xx 00000 Xxxxxx Xxxxxxx Xxxx, Xxxxx, Xxx xxxxxxxxx@xx.xxx.xx.xx _ _512-312-0084 Email Business Phone # Signature Date
Severity Definitions. Issues reported by Client will be categorized into the following severity levels. Priority 1 (Critical) A critical problem with a Licensed Product in which any of the following occur: the Licensed Product is non-functional, inoperable, inaccessible or unavailable to the User; or the performance or nonperformance of a Licensed Product prevents all useful work from being done. Priority 2 (Severe) A problem with a Licensed Product in which any of the following occur: the Licensed Product is severely limited or degraded in its functionality, major functions are not performing properly, the situation is causing a significant impact to certain portions of the User’s operations or productivity; or access to the Licensed Product has been interrupted but has resumed recovered but, in the User’s reasonable opinion, there is high risk of reoccurrence. Priority 3 (Moderate) A minor or cosmetic problem with Licensed Product in which any of the following occur: the problem is an irritant, affects nonessential functions, or has minimal impact to the User’s business operations; the problem is localized or has isolated impact; the problem is an operational nuisance; the problem results in documentation errors; or the problem is any other problem that is not a Priority 1 or a Priority 2 Issue, but is otherwise a failure of a Licensed Product conform to the Documentation or Specifications. Priority 4 (Low) Minor Errors. Attributes and/or options to utility programs do not operate as stated. Change requests.
Severity Definitions. Sl Severity Definition 1 Severity 1 It’s an incident when customer site experience a total loss of their Critical service. If NO correction is availa- ble, but a workaround is created, the Severity of the incident will be diluted to Severity 2 2 Severity 2 It’s an incident that results in degradation of service performance, or loss of resilience or redundancy of the site, but which does not result in a total loss of ser- vice. 3 Severity 3 Any incident that does not fall in the above two cate- gories and also it doesn’t have an immediate impact on the service.
Severity Definitions. Service requests for Oracle Cloud Services may be submitted by Your designated technical contacts via the Cloud Customer Support Portal noted above. The severity level of a service request submittedby You is selected by both You and Oracle, and must be based on the following severity definitions:
Severity Definitions. Severity Description Severity 1 Incidents that result in the network or an application platform being unavailable. These include items that are causing complete outages of the production environment. A complete outage removes one or more core functions of the inContact application. Incidents that impact more than approximately 75% of a customer's agents. Example (But not limited to) Core service is down – IC Central is down – Agents unable to log in. Major feature is not working – Real time reporting not accessible. Outbound dialer not calling out. Severity 2 Incidents that limit a customer's normal use of the network, the program is usable but is severely limited and there is no valid work-around. These include items that are causing partial outages of the production environment and/or its features. A partial outage removes some features, but the overall system remains mostly intact and functional. Incidents that affect approximately 50-75% of a customer's agents. Example: A single report is not functioning – A feature in IC Central is not working – A single (non-critical) feature is not working – Report timeouts – Isolated instances of dropped calls, echo, or call quality issues. – Inaccurate report data Severity 3 Incidents that are inconvenient, but don't preclude full-use of the network, system, product or critical features or a higher severity incident that has a valid work-around. These include items that do not affect system functionality. Incidents that affect approximately 25-50% of a customer's agents. Example: IC Central intermittent slowness – performance – Incidents which have a valid work-around – Reports formatted incorrectly Severity 4 Incidents that cause little impact on operations or that a reasonable workaround to the problem has been implemented. These include items that are requested by a customer, but have zero impact on the system or the customer's business needs. Incidents that affect up-to approximately 25% of a customer's agents. Example: Typos – UI formatting – enhancements and new features
