Severity 1: System Module or Multiple Service Outage:
A System Module or multiple Services are Unavailable and significant aspects of the Client’s business operation are critically impacted by inadequate performance of Emersion Services.

Severity 2: System Module or Service Degradation:Operation of a System Module or multiple Services are severely degraded and significant aspects of the Client’s business operation are negatively impacted by inadequate performance of Emersion Services.

Severity 3: Service Degradation:
Operational performance of a Service is impaired by inadequate performance of Emersion Services while most aspects of the Client’s business operations remain functional.

Severity 4: Support Request, suspected Bug Notification or Minor Issue
i. The Client is reporting a support request or minor issue, while all aspects of the Client’s business operations remain functional. or

ii. The Client requires clarification or assistance to decide whether an issue relating to a Service is a Bug that requires rectification or a known error with a workaround.  There is little or no impact on the Client’s business operation.

Severity 5: Information Request:
The Client requires information or assistance on an Emersion Product or Services capabilities or configuration.  There is no impact on the Client’s business operation.

i. details; and
ii. relevant details of any testing and interrogation that the Client has carried out on the suspected Fault.