Severity 5 definition

Severity 5 means a detected or suspected technical issue that is not currently impacting service availability / performance or a technical enquiry.

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Severity 5 or “S5” means a minor problem with the Solution which is logged and closed as a request for enhancement to be considered for incorporation in a future Upgrade.

Severity 5 means: (A) in relation to a Security Incident, a Security Incident which results in: (i) no measurable impact on the operation of the Services; (ii) no requirement for either a member of the TfL Group and/or an Other Service Provider to be involved in the resolution of the Security Incident; and (iii) no adverse impact on the integrity of the London Cycle Hire Scheme or on the public reputation of the TfL Group or on an Other Service Provider; or (B) in relation to a Service Issue or Error in connection with the Testing or operation of the Services, Services still function, however there are or are likely to be minor cosmetic defects with no functional impact. The Service Provider shall resolve, rectify and close Errors, Service Issues and Security Incidents which are classified as “Severity 5” relating to the Services Systems at the next convenient Software Release in the case of Errors or as agreed with TTL in the case of Service Issues. For the avoidance of doubt, this severity level does not apply to the On- Street Infrastructure.

Examples of Severity 5 in a sentence

• Severity 1: Network down Severity 2: Problem that will cause a severity 1 circumstance if not corrected Severity 3: Recurring operational problem Severity 4: Technical questions / future release request / software upgrades Severity 5: Single event problem with minor impact Severity 6: Currently used for advance warranty issues if applicable Severity 7: Problems that will be resolved in a future software release.

• If necessary to open a Support case requesting assistance, Severity 5 should be used.

• The Service Provider shall report progress on any Severity 4 and Severity 5 Incident at an interval to be agreed with TfL.

• Test Incident Severity 5 An Incident which:  would have minimal impact on the activities of the DCC.

• The Service Provider shall respond to Incidents within the following timescales according to their Severity Level: • Severity 1 – fifteen (15) minutes; • Severity 2 – one (1) hour; • Severity 3 – three (3) hours; • Severity 4 – eight (8) hours; and • Severity 5 – ten (10) hours.

• Enhancement Requests must be logged as a Severity 5 support request before they can be investigated, responded to or any work commenced by Dusk Mobile.

• Severity 5 service requests would not involve any shortcomings in virus protection.

• For example: - Severity 1: Highest Severity Bug; Application is not functional; No work around exists - Severity 2: High Severity; Significant functionality not working; - Severity 3: Medium Severity; Major functionality not impacted, work around exists - Severity 4: Low Severity - Severity 5: Lowest Severity Bug; Mostly visual, graphical, etc.

• Error Category Response Time Work-Around, Temporary Fix or Resolution Permanent Resolution Severity 1 1 Hr 2 Days 5 Days Severity 2 2 Hrs 3 Days 15 Days Severity 3 2 Hrs 5 Days Next Software Release Severity 4 2 Hrs 5 Days Next Software Release Severity 5 Enhancement Request (known minor bugs, existing features or customer requested enhancement of the software).

• No Coaching pages or messages displayed to end users notifying them of a block which has taken place "Severity 5 Service Incident" a Service Incident which, in the reasonable opinion of the Customer has the potential to have a very minor adverse impact on the provision of the Services to a Service User; Non-exhaustive example: Coaching pages or messages displayed to end users is cosmetically incorrect.

More Definitions of Severity 5

Severity 5. The System Error has no functional impact to COMPANY’s clients or COMPANY’s operations.

Severity 5 means cosmetic issue or bug.

Severity 5 or “S5” means a minor problem with the Software which is logged and closed as a request for enhancement to be considered for incorporation in a future Upgrade.