Severity Levels. MyECheck will use commercially reasonable efforts to acknowledge and address, as described below, reported and reproducible material errors in the Software which prevent the Software from performing substantially in accordance with the Documentation (each an "error or issue"). MyECheck recognizes three severity levels of Software errors or issues:
(a) Severity 1 - Major System Impact. The Software suffers an error or issue which cannot be reasonably circumvented and which either (i) prevents Licensee from being able to execute transactions through the Software or (ii) otherwise so substantially impairs the performance of the Software as to effectively render it unusable. MyECheck will use commercially reasonable efforts to acknowledge any such reported error or issue as promptly as possible (but in no event longer than two (2) hours) and, if Licensee is using the Software in Production, will work 24 hours a day, 7 days a week using commercially reasonable efforts to promptly address and remedy such error or issue.
Severity Levels. Oracle will work with Customer and will assign the appropriate severity level to all Incidents according to the Severity Level definitions. Severity Levels are assigned to allow prioritization of incoming Incidents. Oracle may reclassify Incidents based on the current impact on the Cloud Service and business operations as described in the Severity Level definitions. In the event Oracle determines that an Incident is in fact an Enhancement Request, it shall not be addressed under these Support Terms.
Severity Levels. Each support ticket shall be categorized by Customer into one of the following severity levels. Severity Definition Severity Level 1 Severe error that results in the Hosted Applications experiencing complete unavailability and halting transactions with no workaround. Severity Level 2 Serious error that results in a major function of the Hosted Applications suffering a reproducible problem causing either major inconvenience to Users or consistent failure in a common functionality. Severity Level 3 Error that results in a common functionality experiencing an intermittent problem or a consistent failure in a less common functionality. Severity Level 4 Service requests such as sandbox refreshes, SSO setups, and other how-to type of questions.
Severity Levels. 5.2.1 Severity Level 1. Defined as a situation where an error stops the Supported Software from running, or so severely impacts production use of the Supported Software that Client’s business operations are critically affected. Licensor will use continuous diligent effort to Respond within (1) one hour, regardless of whether it is during Licensor Standard Business Hours or outside of the same, and use commercially reasonable efforts to resolve the issue, or develop a temporary workaround, as quickly as possible.
Severity Levels. 4.4.4.1 All service requests are assigned a priority level ranging from one to three, where Priority 1 = Level 1 (High), Priority 2 = Level 2 (Medium) and Priority 3 = Level 3 (Low). Attributing the priority/severity of a request should be based on the definitions provided in the table below: Support request type Definition Support contact Escalation point Level 1 – HIGH The Service is down and inoperable. All work has stopped and the situation is causing a critical impact to the Customers service.
Severity Levels. Each support ticket shall be categorized into one of the following severity levels.
Severity 1 Critical Business Impact: The Hosted Application(s) fail so that there is a complete loss of service or resources for which no workaround (including a manual workaround) exists and work cannot reasonably continue. Severity 2 Serious Business Impact: The Hosted Application(s) are causing significant or degraded loss of service or resources. A major product flaw, or a minor product flaw without a workaround (including a manual workaround). Severity 3 Some Business Impact: The Hosted Application(s) cause minor loss of service or resources (in other words some users can work). A product flaw with a workaround (including a manual workaround).
Severity Levels. Technical Support will prioritize problems/requests according to the severity levels set forth below. SilkRoad will use commercially reasonable efforts to respond according to the Response Specifications set forth below with respect to the Severity Level assigned to the problem: The Hosted Service suffers an error or issue in a production down situation that cannot be reasonably circumvented and which so substantially impairs the performance of the Hosted Service or any components of the Hosted Service, which are critical to the Customer’s business, as to effectively render the Hosted Service unusable. SilkRoad will acknowledge any such reported error or issue within thirty (30) minutes and SilkRoad will work twenty‐four (24) hours a day, seven (7) days a week to address and resolve the error and provide an applicable workaround or fix. The Hosted Service suffers an error or issue, which cannot be reasonably circumvented, and which substantially impairs the use of one or more portions or features of the Hosted Service required by Customer to perform necessary business functions but does not effectively render the Hosted Service unusable as a whole. SilkRoad will acknowledge any such reported error or issue within two (2) hours and, if Customer is using the Hosted Service in production, will work continually within normal business hours to address and resolve the error and provide an applicable workaround or fix. The Hosted Service suffers a low impact error or issue (which is not of Severity 1 or Severity 2) that impairs the use of the features of the Hosted Service, but the reported error or issue can be reasonably circumvented. SilkRoad will acknowledge any such reported error or issue within eight (8) hours and will work within normal business hours to address and resolve the error and provide an applicable workaround or fix. The Hosted Service does not incur an error and allows Customer to function normal business operations; however, Customer inquiries about existing Documentation, training, standard use of the Hosted Service and other general questions. SilkRoad will acknowledge any such inquiry within twenty‐four (24) hours and will work within normal business hours to address and resolve Customer’s inquiry. * Response times are measured from the time Customer or Channel Partner, if acting on behalf of SilkRoad, has spoken with or left a voicemail or email for a SilkRoad Customer support contact specifying the nature of the Customer’s problem.
Severity Levels. 2.1 Unless otherwise set out in the Order Form, the Supplier will prioritise all Incidents impacting on the Services, at its sole discretion, according to the Severity Levels set out in the Service Definition.
Severity Levels. A support ticket may be reported by phone or by email. Arista will exercise commercially reasonable efforts to respond to a support ticket submitted by Customer in accordance with the following Severity Level definitions. Response time is measured when a support ticket is opened by Arista’s Customer Support Team member. Arista will continue working on the case until the support ticket is closed. 1 The Product is non-functional or significant features or components are unusable. < 4 Business Hours 2 The Product is functional but one or more key features or components are not operating as documented. < 1 Business Day 3 Minor components are not operating as documented. < 3 Business Days *Arista is not responsible for meeting the above response times where any of the conditions set forth in, Section 5 below (“Failures”) apply.
Severity Levels. One The outage terminates the operations of any installation and any workstations comprised therein or the outage corrupts any database used in conjunction with the Software or major function of normal operation and use of the Software has become unusable and there is no workaround available. Two A major function in normal operation and use of the Software has become unstable and there is an awkward work-around or any other function has become unworkable and there is no known work-around Three A major function has become unworkable and there is an effective workaround Four No functional impact on software
