The system is inoperative, and it has a critical effect on the end-user’s operations which can’t be solved by client’s IT/technical administrator. This condition is generally characterized by a system instability and requires immediate correction. Phonexia’s software function is stopped, and it fails again on a different data input after the Phonexia’s software restart. Upon request by Phonexia, Client could provide remote access to the Software or provide logs demonstrating that the delivered Software causes the system instability. If the issue does not appear on the latest version of Phonexia’s software, it will not be considered as Critical Issue. A Critical Issue is generally fixed within a Software Update.
The system is usable by end-user, with little or no impact to the function of the system. Enhancement to the Software is proposed by Client based on a detailed requirement to be validated by Phonexia and included into Phonexia’s Software roadmap after Phonexia’s acceptance. Client shall test internally whether the Minor Issue is present also in the latest possible Software Update, regardless Software version used by the customer. A Minor Issue is generally fixed within a Software Update. When a Minor Issue is fixed within a Software Upgrade, the Software Upgrade is provided under the Maintenance & Support services at no additional fee.