“Emergency”, “Priority A”, “Priority B”, and “Priority C” are priority classifications for technical problem and fault conditions and are used to define the allocation of appropriate resources to resolve problems, to establish the priority of concurrent problem reports, and to be the basis for escalation, as set forth herein under. The priority classifications are defined as follows:
“Emergency” means the condition that exists when a Product is totally inoperative the Customers inability to use the Product has a critical effect on the Customers operations. This condition is generally characterised by complete system failure and requires immediate resolution or correction. Examples are: total system outage; continuous or reoccurring system outage; and system failure resulting in significant reduction in the Customers operation.
“Priority A” means the condition that exists when a Product is partially inoperative, but is still usable by the Customer. The inoperative portion of the Product severely restricts the Customers operations but has a less critical effect than an Emergency condition. Examples are: loss of system redundancy; significant degradation in resources or capacity handling; total loss of major system component or function; and loss of ability to apply Software Updates.
“Priority B” means the condition that exists when the Product is usable by the Customer, but with limited functions. The condition is not critical to overall operations, and does not severely restrict such operations. Examples are: loss of administrative functions or routine maintenance functions; any item, including documentation errors, that can generate procedural problems; failures that have minor system impact; and single restart of a unit, where all functions are working properly after the restart and the cause of the restart cannot be reproduced.
“Priority C” means the conditions under which the Product is usable and the condition does not materially affect the Customers operations. These problems are those resulting in minor failures that involve individual components of the system. Examples are: general documentation problems; and technical consulting consisting of informational questions.