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"~ Essential Plus Services r~~. ~~ MOT®RO~A 1.7 Severity Level Definitions The following severity level definitions will be used to determine the maximum response times: Severity Level Severity Definition Severity 1 This is defined as a failure that causes the system and/or infrastructure a loss of voice functionality and nowork-around or immediate solution is available. The following are examples of this kind of failure: • 33% of call processing resources impaired • Site Environment alarms: o Smoke, o Unauthorized access o Temperature o Power failure Severity 2 This is defined as a fault that causes the system to operate with a continuous reduction in capacity or functionality of core services (core services consist of: Voice, data or network management). The following are examples of this kind of failure: o Less than 33% of call processing resources impaired o Failure of a single redundant component Severity 3 -This is defined as a fault which reduces the functionality, efficiency or usability of core services (voice, data and network management) and there is a viable work-around in 'place. The following are examples of this kind of severity: o Intermittent faults that are infrequent and minor impact to core services o Statistical reporting problems Severity4 This is defined as a minor issue, which has little or no impact on the functionality, efficiency or usability of core services. The following are examples of this kind of severity: o Faults resulting in minor functions or features being unsupported or unreliable in ways that are not noticeable to the user. o Faults that have no impact in how the user perceives the system to work. o Cosmetic issues. o Requests for information. Error! Unknown document Motorola Confidential Proprietary ©Motorola 2017 property name. 8-56