Severity Level Definition Sample Clauses

Severity Level Definition. ● Urgent (1) – All users are unable to access the licensed service or are unable to access one or more critical functions of the licensed service, and no immediate workaround exists. Or Customer will face regulatory fines within next 3 business days if a resolution to the incident is not found. ● High (2) – Non-critical major function(s) or feature(s) of the licensed service is (are) inhibited for a set of users. Or A critical function is failing with a known workaround. ● Medium (3) – There is an incident to be resolved on a non-critical function, but the licensed service is still functional and end users have other options available. ● Low (4) - Minor issues with the licensed service with no impact to the ability of users to perform their normal duties. Or Incident is cosmetic in nature.
Sample 1
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