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  • Severity 1 / Blocker / Critical Impact. An emergency situation which critically impairs the Customer’s business operations until it is rectified or a workaround is in place. Such incidents are typically characterised by the unavailability of entire application system during the Operational hours, a breach of SLA or security breaches and will cause material financial, repetitional, compliance, or significant increase in risk of impact) if not resolved quickly.

  • Severity 2 / High / Significant Impact. A detrimental situation caused by an significant error in the application, performance degrades substantially under reasonable loads or key functionalities of the application are not accessible by all users, thereby causing a significant impact on business operations, or a significant risk of an SLA breach

  • Severity 3 / Medium / Moderate impact. The application is impaired caused by unexpected behaviour in the application. The impact is not time critical, has a reasonable workaround or only impacts selected users, thereby causing little or no significant impact.

  • Severity 4 / Low Impact. A noticeable situation, caused by an error in the application, in which use of the application is affected in some cosmetic or ergonomic way and has minimal impact causing no significant impact on business operations, or an issue which is reasonably correctable by a documentation change or by a future, regular release from ContourMarketnode

Security Incidents

The detection of an event that has or may compromise the data security of the platform, or the attempt of such an event, will be managed as a Severity 1

Major Incidents

In the rare event of multiple issues or a market-wide disruption, Marketnode may not be able to respond directly to each incident raised by each customer and declare a Major Incident.  In such an occurrence, Marketnode will provide regular status updates via its communication platform ( http://status.marketnode.com ) and will respond to individual issues to confirm resolution when the Major Incident impact has been resolved.

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