Severity Table Sample Clauses

Severity Table. When Company contacts Microsoft to escalate a Customer issue, the incident will receive a severity level ranking based on the nature of the issue. This ranking will define the response guideline and on-going communication as Microsoft works to resolve the incident. The following table shows Microsoft severity and response guidelines. Severity Definition Initial Response Goal A – Critical One or more Products aren’t accessible or are unusable. Production, operations, or deployment deadlines are severely affected, or there will be a severe impact on production or 2 hours profitability. Multiple users or Products are affected. B – Urgent The Product is usable but in an impaired fashion. The situation has moderate business impact and can be dealt with during normal business hours. A single user, Customer, or Product is partially affected. 4 hours C – Important The situation has minimal business impact. The issue is important but does not have a significant current Product or productivity impact for the Customer. A single user is experiencing partial disruption, but an acceptable workaround exists. 8 hours Company will designate escalation contacts for support related activities. Escalation Support will be provided only to Company named contacts

Severity Table. When there is a deviation from the parameters in Article 5.2, the Rate Per EFH will be adjusted per the Price Adjustment Matrix set out in Exhibit D.