Severity Classification

The incident severity levels and definitions are provided in the table below.

Severity Level	Description
Severity 1 - Emergency	The presence of a severity 1 situation implies that business operations are severely affected. The situation has one or more of the following characteristics: direct / indirect loss of revenue business service is not operational partial or complete outage of the production system data integrity at risk production backup and recovery operations fail Customer resources should be available to work on a 24/7 basis with Enigmatec to resolve the issue.
Severity 2 - Major	The presence of a severity 2 situation implies that certain functions are significantly affected. The situation has one or more of the following characteristics: no reasonable, operational or procedural workaround is available causes a loss of performance
Severity 3 - Medium	The presence of severity 3 implies that there is a moderate impact to functions but the situation can be circumvented so that operations may continue; a minimal affect on performance, but with no business impact to the end user.
Severity 4 - Minor	The presence of a severity 4 implies that there is an incorrect behaviour within Enigmatec's product, but the situation does not impede operations and results in no business impact to the end user.
Severity 5 - Consultation Request	Consultation refers to any matter related to the function of, or facilities provided by the licensed program.