Common use of Severity Levels Clause in Contracts

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. 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.. Coupa Confidential

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 Licensed Software experiencing complete unavailability and halting transactions with no workaround. Severity Level 2 Serious error that results in a major function of the Hosted Applications Licensed Software 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.