Severity Levels

SEVERITY LEVELS

DESCRIPTION

CRITICAL

Condition of the System which prevents using or accessing all of its Core Applications / Total loss of at least one of System’s Core Applications: 

• Perfect Gym Manager – inability to access the application for all authorized users in all locations caused by us or total unavailability of core business functionalities of the app that cannot be covered by other Core Application (i.e. processing of electronic payments and collection of membership fees).
• PosWEB - inability to access the application for all authorized users in all locations caused by us or total unavailability of core business functionalities of the app that cannot be covered by other Core Application (i.e. purchase of products in the Location).
• Access Server – total loss of access control in all locations simultaneously for all members, guests and users caused by us.

If Perfect Gym is able to present a workaround to the Customer after critical incident has been discovered, using which it is possible to perform the Core Business functionalities, the Severity Level will be downgraded to Significant. 

SIGNIFICANT

Failures that significantly hinder, but do not prevent the Customer from using the most important functionalities of the System and affect most of users, i.e.: 

• processing of electronic payments, 
• collection of membership fees, 
• controlling access to the Location, 
• purchase of products in the Location, 
• online purchase and reservation of services or products, 
• generating accounting documents as well as documents used for tax settlements, 
• problems related to the management of Location members’ contracts. 

HIGH

Failures and defects that restrict the use of some of the System’s functionalities, not preventing sales of products and services, or affecting only a limited group of users, or if there is a reasonable workaround. 

MEDIUM

Defects that do not interfere with the functioning of the System and individual functionalities or interfere with them to a small extent.