RESPONSE REQUIREMENTS

Tier 2 Agents will respond to any Partner's Service Requests in accordance with the service level (SLA) specified as follows (“Response Times”):

Priority

Initial Acknowledgement

Resource Assignment

Progress Report

P1

(Critical)

15 minutes

Immediately upon Initial Acknowledgment

Hourly

P2

(Severe)

30 minutes

1 Hour

Every 3 hours

P3

(Major)

1 hour

1 Day

Daily

Priority Levels. Each reported Incident, (“Service Request” or “SR”) will be classified by the Partner per the Severity levels as follows:

• P1 - Critical: Example – Causes a fatal Error that impacts production use of the software such as crash, hang, data risk, corruption or loss, security vulnerability, actual or potential impact, or a severe product degradation.

• P2 - Severe: Error impairs or disables major use of the software such as a crash, hang, data risk, corruption or loss that may have impending impact or risk to production, design or schedule.

• P3 – Major: Everything Else.

Initial Acknowledgement.  An initial acknowledgment will assign the SR; the Tier 2 Agent will notify the Partner of the action initiated towards the resolution and will keep the Partner updated based on the previous table.