Severity Level Definitions Sample Clauses

Severity Level Definitions. Customer and Dialogic will determine in good faith the severity level of the Service Request, based on the conditions set forth below:
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Severity Level Definitions. Sev-1 (Critical) - Issue capable of triggering complete system shutdown or preventing all users from conducting mission-critical operations. Sev-2 (High) - Issue capable of collapsing large parts of the system or preventing some, but not all, users from conducting mission-critical operations. Sev-3 (Moderate) – Issue results in some unexpected or undesired behavior, but not enough to disrupt system function or use. Sev-4 (Minor) – Issue results in an aspect of the system and/ or a demand on the user which makes it unpleasant, inefficient, inconvenient for the user to achieve their goals in typical usage situations.
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Severity Level Definitions. The following table outlines the definition of Severity Levels of Problems. A Severity Level that is augmented by “(for BH)” is applicable for Licensees whose SA/TS Package includes the Technical Support – Business Hours option (and not the Technical Support – 24x7 option). A Severity Level that is augmented by “(for 24x7)” is applicable for Licensees whose SA/TS Package includes the Technical Support – 24x7 option. If the Severity Level is not augmented, it would apply to all Technical Support options. Users affected vs. severity of Error All existing users (“Global Failure”) Some existing users (<100% and >10%) Very few existing users (<10%) Completely inoperable, produces incorrect results or fails catastrophically Xxxxx 0 (for BH) Xxxxx 0X (xxx 00x0) Xxxxx 0 (xxx XX) Xxxxx 0X (xxx 00x0) Xxxxx 0 Xxxxxxxxxxx situation in which performance (throughput or functionality) is impacted, making the Software usable but not to its full extent Level 1 (for BH) Xxxxx 0X (for 24x7) Xxxxx 0 Xxxxx 0 Does not function as expected in a way that does not significantly impact normal usage Xxxxx 0 Xxxxx 0 Xxxxx 0 4.3 Response to Severity Levels 4.3.1 Severity Xxxxx 0X (24x7 Support Only)– AtHoc will provide a response by a qualified technical team member to begin to diagnose and to correct a Severity 1A problem as soon as reasonably possible and will use best efforts to resolve the problem providing either complete resolution or work-around in less than eight (8) hours. A report of such problem must be done by phone. A response by phone will be provided within two (2) hours, with the aim of providing a work-around to reinstate production operations as soon as possible. If AtHoc delivers an acceptable work-around, the severity classification will drop to a Severity 2. AtHoc will provide hourly status updates (or at an agreed frequency) while there is a Severity 1A problem. 4.3.2 Severity Level 1B (24x7 Support Only) – AtHoc will provide a response by a qualified technical team member to begin to diagnose and to correct a Severity 1B problem as soon as reasonably possible and will use best efforts to resolve the problem providing either complete resolution or work-around in less than twenty four (24) hours. A report of such problem must be done by phone. A response by phone will be provided within four (4) hours, with the aim of providing a work-around to reinstate production operations as soon as possible. If AtHoc delivers an acceptable work-around, the severity classifica...
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Severity Level Definitions. Licensee, at the time it reports an Error to BigID, shall in good faith designate the Severity Level for such Error, using the definitions set forth in Table 1 below. BigID will not to modify such designation without Licensee’s prior written consent; provided, however, that if an issue is determined that the root cause of an incident is outside the Software or BigID control, then BigID may modify the designation of such incident; provided further, that BigID shall notify Licensee before modifying the designation. For issues where root cause is proven to not be a related to the Licensed Software, the resolution times shall not apply to that specific issue.
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Severity Level Definitions. Type Customer’s Situation Definition Expected Customer Response
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Severity Level Definitions. At the time it reports an Error to BigID, Customer shall in good faith designate the Severity Level for such Error, using the definitions in Table 1 below. BigID will not modify such designation without Customer's consent, provided that the parties shall work in good faith to properly classify the Severity Level; provided, however, that if it is determined that the root cause of an incident is outside the Software or BigID control, then, upon notice to Customer, BigID may modify the designation.
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Severity Level Definitions. Severity Levels Definition Severity Levels Definition
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Severity Level Definitions. Severity -1 A problem that denies or substantially impacts the availability or generally accepted usage of a product or service critical to the delivery of Service Provider’s or Service Recipient’s business to a number of IT customers. There is no reasonable workaround for this problem. Examples include the following: o Application system error or failure by more than 1 person o CICS region down or an application within a region down o Network unavailable — inability to connect to network resources o Application or Network Response Time — Irrespective of the cause of the delay o Portal, including Xxxxxxxxx.xxx site o Power failure o Servers, including print servers o Software Communications — Email (internal and external), Internet or Intranet access o Third Party Vendors — Examples include — MCI, Verizon, Equifax, ISO o Voice — includes any toll free numbers or telephone outage Severity -1A This severity code is only to be used when a severity one outage has been resolved, however, root cause analysis continues across BTS. Once the root cause is determined, the incident ticket is updated and closed. The owner of the outage is responsible to notify the Severity One Manager and Enterprise Support Center. Severity -1X A problem that does not deny availability of a product or service; however; the issue impacts premium, billing, commissions or is of a financial nature which critically impedes the customer’s processing of business. Severity -2 A problem which may deny the use of a critical product or service threatening future productivity. Severity -3 Urgent high impact problem. This type of problem may impact as few as one person and disrupts a group’s work methods and productivity. Severity -4 An important issue but does not have a significant current productivity impact. Severity -5 A service request that has a discretionary time value in which to respond. Severity -6 An enhancement or modification of a product, system or service.
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Related to Severity Level Definitions

  • – SCOPE & DEFINITIONS 2.01 The Employer recognizes the Union as the bargaining agent of all Registered and Graduate Nurses employed by Revera Long Term Care Inc. operating as Columbia Forest Long Term Care Centre, Waterloo, Ontario, in a nursing capacity save and except the Assistant Director of Care and persons above the rank of Assistant Director of Care. (a) A full-time employee shall mean an employee covered by this Agreement who is committed to and regularly works the full work period of seventy- five (75) bi-weekly hours, exclusive of overtime. (b) A regular part-time employee is one who is committed to and regularly works less than the full prescribed bi-weekly hours of work. (c) A casual part-time employee means an employee who is called to work on a call in basis, but who does not work a regular schedule, or does so only for a specified period. Such employee has the option of refusing work when it is made available to her, however, it is also understood that a casual part-time employee cannot unreasonably or consistently refuse to work shifts. 2.03 Whenever the feminine pronoun is used in this agreement, it includes the masculine pronoun, where the context so requires and vice-versa. Where the singular is used, it may also be deemed to mean the plural and vice-versa.

  • Grievance Definitions A grievance shall be defined as any difference arising out of an interpretation, application, administration or alleged violation of this Collective Agreement. A grievance shall be categorized as follows: (a) an individual grievance is a dispute affecting one (1) Employee. Such grievance shall be initiated at Step 1 of the grievance procedure as outlined in Clause 8.05 except in cases of suspension which will commence at Step 2 or dismissal which will commence at Step 3; or (b) a group grievance is a dispute affecting two (2) or more Employees. Such grievance shall be initiated at Step 2 and processed there from in the same manner as an individual grievance as outlined in Clause 8.05. A group grievance shall list all Employees affected by the grievance and the results of such grievance shall apply, proportionately if applicable, to all Employees listed on the original grievance; or (c) a policy grievance is a dispute between the Parties which, due to its nature, is not properly the subject of an individual or group grievance. Such grievance shall be initiated, in writing, within twenty (20) days of the date the aggrieved Party first became aware of or reasonably should have become aware of the event leading to the grievance. If the policy grievance is a Union grievance, it shall commence at Step 2. If the policy grievance is an Employer grievance, it shall be directed to the Union President and the President shall render a written reply within five (5) days of receipt. Upon receipt of response or failure to reply, the Employer may advance the grievance to arbitration. Notwithstanding Clause 8.01(a), (b) and (c) and Clause 8.05 the Parties may mutually agree to advance the grievance to a subsequent step in the grievance process. In the event any management officers as named in the grievance steps are one and the same, the subsequent steps will be deemed to have been complied with.

  • Financial definitions In this Agreement:

  • Key Definitions As used herein, the following terms shall have the following respective meanings:

  • Special Definitions For purposes of this Section, the following specialized terms will have the following meanings:

  • 000 DEFINITIONS 6. 100 Maintenance shall be work performed for the repair, renovation, revamp and upkeep of property, machinery and equipment within the limits of the plant property.

  • Specific Definitions The following terms used in this Agreement shall have the following meanings:

  • SECTION I - DEFINITIONS As used in this Agreement, the following terms shall have the meanings ascribed herein unless otherwise stated or reasonably required by the Agreement, and other forms of any defined words shall have a meaning parallel thereto.

  • Grievance Definition A grievance is an allegation by an employee or a group of employees that there has been a violation, misapplication, or misinterpretation of this Agreement, which occurred during the term of this Agreement. The term “grievant” as used in this Article includes the term “grievants.”

  • Additional Definitions The following terms have the meanings given below:

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