Level |
Description |
Examples |
Nymi Response |
Customer Response |
Severity 1 Critical |
Operations failure, which prevents Company’s users from performing work and causing significant business impact. |
Users of the Nymi Devices cannot access critical Company facilities, systems or perform necessary activities with the Nymi Devices or alternative methods or processes. |
1st Response Within 1 Business Hour |
Allocate appropriate resources to sustain continuous effort within standard support hours, rapid access and response from change control authority to implement changes if needed. Company will have enabled alternative methods or processes to continue working, e.g. as manual login. |
Severity 2 High |
Loss or degradation of at least one mission critical feature or function within Company’s operations such that Company’s personnel cannot reasonably continue without major impairment.
|
Users of the Nymi Devices cannot reasonably access alternative Company’s facilities or systems, with the Nymi Devices or alternate methods of processes, without materially disrupting operations. |
1st Response Within 4 Business Hours
|
Allocate appropriate resources to sustain continuous effort within standard support hours, rapid access and response from change control authority to implement changes if needed. |
Severity 3 Medium |
Loss or degradation of at least one feature or function of Company’s operations; however, Company personnel can reasonably continue in an impaired manner.
|
Users of the Nymi Devices must use alternative means to access Company’s systems or facilities, in a material less efficient manner. |
1st Response Within 1 Business Day
|
Allocate appropriate resources to sustain effort within standard support hours. |
Severity 4 Low |
No Significant Impact on Company’s Operations.
|
General inquiries, updates on customization, status requests.
|
1st Response Within 2 Business Days
|
Allocate appropriate resources to sustain effort during standard support hours. |

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