Severity Levels

Severity Levels. The categorization, by Jabber, of a problem with the Software reported by Customer, as follows: • Severity Level 1: Catastrophic product failures that do not have a viable workaround, including any failure that causes a complete interruption of service, are of Severity Level 1. Jabber promises to make reasonable commercial efforts to resolve these problems to the exclusion of all other work. • Severity Level 2: Problems that have been substantiated as a serious inconvenience to... Customer or its Users, including Severity Level 1 failures for which a temporary workaround is available, are of Severity Level 2. Jabber promises to make reasonable commercial efforts to resolve these problems in the next Service Release or Minor Release of the Software, or in the form of a patch that can be applied to the current release. • Severity Level 3: Problems for which there is a reasonable workaround or for which Customer claims no urgency, are of Severity Level 3. Jabber promises to make reasonable commercial efforts to resolve these problems in the next Service Release or Minor Release of the Software. • Severity Level 4: Enhancement requests are of Severity Level 4. Jabber considers these enhancement requests for implementation in the next Minor Release or Major Release of the Software. View More