Definition of severity levels
The severity level, assigned by Company at the time of communicating a support request, may be changed by mutual written consent during the process of resolving the error. The severity levels are the following:
a. Severity 1: No further work can be performed, or processing capability is so limited that the probability of a serious operational backlog is create There is no convenient work-around, and the error requires immediate attention. Supplier will have a support staff working to resolve the error within sixty minutes of notification by Company and will ensure continuous support until the error has been resolved to Company’s satisfaction. In addition, Supplier will make every effort to resolve or temporarily circumvent the Error within four hours after Company’s call. Supplier will provide the contact persons designated by Company with a status report not less than every two hours, unless expressly waived by Company. Supplier will make a permanent correction through a Maintenance Version of the Product and/or Service.
b. Severity 2: Processing capability is limited and the error has some significant adverse impact on Supplier will give immediate attention to the error and will make every reasonable effort to circumvent the Error within one Working Day after Company’s call. Supplier will provide the contact person designated by Company with a status report every two hours, unless expressly waived by Company. Supplier will make a permanent Correction through a Maintenance Version of the Product and/or Service.
c. Severity 3: Day to day operational Errors not classified as severity 1 or severity Supplier will give prompt attention to the error and will make every effort to provide a solution as soon as reasonably possible. If required, Supplier will make a Correction in its next Maintenance Version of the Product.
d. Severity 4: Errors not classified as severity 1, 2 or 3.
The maximum Response and Correction Times for the different Support Levels are:
|Severity level||Response Time||Correction Time|
|1||Immediate||1 hours||2 business days|
|2||Immediate||4 hours||4 business days|
|3||Immediate||3 business days||15 business days|
|4||See note below||Next Release-See note below|
e. Severity level 4 support requests will be dealt with on a first-in/first-out basis after severity level 1, 2 and 3 support requests have been resolv
f. Supplier shall correct severity level 4 support requests in the next Release, if received more than ninety days before the release of this Rele If received later, they shall be corrected in the following Release. There may be intermediate or Temporary Corrections to these support requests.
g. All hours during the Support Hours are counted when calculating the Response or Correction
h. Should a severity level 1 or 2 support request fail to be cleared within the maximum Correction Time, all applicable resources within Supplier shall be called upon to assist in the Error reso
i. In case a Temporary Correction for severity level 1 or 2 is provided, then Supplier shall provide a final Correction within respectively five or ten Working Days after the provision of the Temporary Correction.