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,~~ ~~ MOTOR®LA Essential Plus Services r 4.0 Severity Level Definitions The following severity level definitions will be used to determine the maximum response times: Severity Severity Definition Level Severity 1 This is defined as a failure that causes the system and/or infrastructure a loss of voice functionality and no work-around or immediate solution is available. The following are examples of this kind of severity: • 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 are voice, data or network management). The following are examples of this kind of severity: • Less than 33% of call processing resources impaired • 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: • Intermittent faults that are infrequent and minor impact to core services • Statistical reporting problems Severity 4 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: • Faults resulting in minor functions or features being unsupported or unreliable in ways that are not noticeable to the user. • Faults that have no impact in how the user perceives the system to work. • Cosmetic issues. • Requests for information. • Preventive Maintenance Error) Unknown document Motorola Confidential Proprietary ©Motorola 2017 property name. 22-56