Severity 1 - “Urgent”
Severity Level 1 means a Case where, notwithstanding proper installation and use of the Ivanti product(s): (a) a substantial portion of the Ivanti product(s) does not operate and cannot be restarted; (b) there is an Error in a major programme function that renders such major programme function completely unusable; or (c) there is an Error that causes a third-party, mission-critical application to be unstable.
Severity 2 - “High Service Impact”
Severity Level 2 means a Case where, notwithstanding proper installation and use of the Ivanti product(s), there is an Error in a major programme function causing significant impact to the Ivanti product(s) such that the Ivanti product(s) is difficult but not impossible to use.
Severity 3 - “Medium Service Impact”
Severity Level 3 means a Case where, notwithstanding proper installation and use of the Ivanti product(s): (a) there is non-critical degradation of performance or function in the Ivanti product(s); or (b) there are minor intermittent problems in the Ivanti product(s). A commercially reasonable workaround may be available.
Severity 4 - “Low Service Impact”
Severity Level 4 means all requests for an enhancement to, information, questions, or documentation issues concerning one or more Software or Errors with little or no effect on normal operation of the Ivanti product(s).