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10. Response Time. <br />Severity Level 1 outage is defined as <br />24x7x365 <br />Severity Level 1 <br />a complete system failure or a critical <br />First response within thirty <br />(Major Failures) <br />malfunction that causes: <br />(30) minutes to remotely <br />iagnose and attempt to resolve <br />otal loss of system functionality, or <br />he problem. <br />Inability to perform mission -critical <br />ve on-site within two (2) <br />operations, or <br />ours, if necessary. <br />Severe degradation of performance <br />that renders the system effectively <br />usable, such as a reduction in <br />channel capacity of 25% or more. <br />This includes (but is not limited to): <br />System crashes or hangs with no <br />available workaround. <br />Data corruption or loss of access to <br />essential data. <br />etwork or infrastructure failures <br />ffecting multiple users or locations. <br />Security breaches or vulnerabilities <br />requiring immediate mitigation. <br />24x7x365 <br />Severity Level 2 (Moderate Severity) <br />Within thirty (30) minutes to <br />everity Level 2 <br />outage is defined as a partial system <br />remotely respond to the <br />ZydeFate <br />allure or a significant issue that: <br />problem. Arrive on site <br />arhites)Degrades <br />system performance or <br />within four (4) hours, if <br />functionality, but <br />necessary. <br />Does not prevent core operations from <br />continuing, and <br />Has a workaround available, though it <br />inconvenient or inefficient. <br />ludes (but is not limited to): <br />ance issues impacting specific <br />or non-critical components. <br />Lailures <br />affecting a limited number of <br />locations. <br />errors that interrupt secondary <br />s but not mission -critical <br />