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| Severity 1 | Shall mean Incidents that are defined as a complete outage and do not allow the Customer to further conduct his business. The customer’s system or application is completely not available, and no workaround exists. The Incident affects all users deployed on the Joint Solution Environment and is caused by the disruption of one or more Supported Component(s). It also means a security or general threat causing potential risk to the Customers or End Users’ data integrity or privacy. |
| Severity 2 | The Customer’s operation is severely disrupted. A business-critical component of the Joint Solution Environment cannot be used by a majority of the users. |
| Severity 3 | Shall mean Incidents, which involve partial loss of non-critical functionality, one that impairs many operations, but allows the Customer to continue to operate, and affects both single and multiple end users. It also means issues happening in a test- or pre-production environment that would normally cause an adverse impact to a production network. |
| Severity 4 | Shall mean general usage questions, recommendations for product enhancements or modifications, and calls that are passed to the Parties for informational purposes. This includes but is not limited to documentation and translation errors. |
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