Please provide definitions for Severity Level 1: Category Severity Levels 1 through 4 as they = Critical. A “show apply to the SLA. stopper”; a critical system failure; no further processing is possible; users unable to perform work; no acceptable work-around, alternative, or bypass exists. Severity Level 2: Category = Major. Processing is severely impacted; users are unable to proceed with selected function or dependents; software does not operate as specified, a major function or feature is missing or not functioning which causes degradation in Appendix P: service, inaccurate or 96 Service Severity Levels incorrect data provided to Agreement customers; no acceptable work-around, alternative, or bypass is available. Severity Level 3: Category = Minor. A component, minor function, or procedure is impaired (down, disables, incorrect) however processing can continue. A mutually agreed workaround, alternative, or bypass is available. Severity Level 4: Category = Cosmetic. Minor cosmetic change is required, a superficial error with no effect on operations.
96 Appendix P: Service Agreement Severity Levels Please provide definitions for Severity Levels 1 through 4 as they apply to the SLA. Severity Level 1: Category = Critical. A “show stopper”; a critical system failure; no further processing is possible; users unable to perform work; no acceptable work-around, alternative, or bypass exists. Severity Level 2: Category = Major. Processing is severely impacted; users are unable to proceed with selected function or dependents; software does not operate as specified, a major function or feature is missing or not functioning which causes degradation in service, inaccurate or incorrect data provided to customers; no acceptable work-around, alternative, or bypass is available. Severity Level 3: Category = Minor. A component, minor function, or procedure is impaired (down, disables, incorrect) however processing can continue. A mutually agreed workaround, alternative, or bypass is available. Severity Level 4: Category = Cosmetic. Minor cosmetic change is required, a superficial error with no effect on operations.
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