Conditions that severely affect service, capacity/traffic, security (Physical and Network) and maintenance capabilities and require immediate corrective action, regardless of time of day or day of the week as viewed by SLT on discussion with the supplier such as:

→ A loss of service that is comparable to the total loss of effective functional capability of data center infrastructure, or

→ A reduction in capacity or traffic handling capability such that expected loads cannot be handled, or

→ Any loss of security, safety or emergency capability, or

→ Total unavailability of the management system.

Conditions that seriously affect system operation, maintenance and administration, etc., and require immediate attention as viewed by SLT on discussion with the supplier. The urgency is less than in critical situations because of a lesser immediate or impending effect on system performance, and the SLT’s operation and revenue such as:

→ Reduction in any capacity/traffic measurement function, or

→ Any loss of functional visibility and/or diagnostic capability, or

→ Prevention of access for routine administrative activity, or

→ Degradation of access for routine administrative operations, or

→ Degradation of the system’s ability to provide any required critical or major trouble notification, or

→ Any significant increase in product related trouble reports, corruption of system or system logs.

→ Conditions that do not significantly impair the function of the system or problems that do not significantly impair the functioning of the system and do not significantly affect service to customers. This includes Informational, planned feature upgrades and feature Testing.