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conditions similar to those present when the error, defect, or nonconformity in the Software (hereinafter referred to as "Problem") was discovered. Licensor shall use its best efforts to design all resolutions to Problems so that the resolutions do not materially reduce or diminish the prior functionality or performance of the Software on Licensee systems and operations. 1.5 The following Severity Levels and Response times are set forth below: (a) Service Level Agreement. Severity Levels a. 1 — Emergency - The entire system is down and all users are impacted. b. 2 — Critical— A large subset of users are impacted. c. 3 — Major— A small subset of users are impacted. d. 4 — Minor — A single user is impacted. Severity Response Times a. Severity Level 1 — Respond within 10 business hours b. Severity Level 2 — Respond within 2 business days c. Severity Level 3 — Respond within 3 business days; d. Severity Level 4 - Respond within 5 business days; ARTICLE 2 - MAINTENANCE & SUPPORT FEES 2.1 Maintenance & Support. During the initial term of this Agreement, Licensee shall pay to Licensor a maintenance and support fee equal to the Maintenance and Support Fee set out on page 1 hereof for the initial term. Subsequent renewal terms will be charged in accordance with Licensor's current pricing in effect at time of renewal. 2.2 Other fees. Any Professional Services and/or training provided by Licensor will be invoiced upon completion upon which said services are provided. Any custom support package provided by Licensor beyond the normal scope of this Maintenance and Support Agreement will be invoiced at the time said support package has been provided. Unless otherwise provided in writing, all invoices for services provided are payable within thirty (30) days after invoice date. 2.3 Payment Terms. All payments for services as described in this Maintenance and Support Agreement are due within 30 days after receipt of invoice. No maintenance or support will be performed under this Agreement if any payments are past due under this Agreement or the Base Agreement. ARTICLE 3 - MAINTENANCE & SUPPORT RENEWALS 3.1 Merging of Maintenance & Support renewal dates shall be permitted if multiple license purchases are made inclusive of Maintenance & Support. Prior to merging of Maintenance & Support renewal dates, payment must be received for the initial one (1) year of Maintenance & Support made with the initial purchase. 3.2 Renewals made following Termination as defined in Article 5 may be made under the condition that outstanding maintenance and support be brought current for entirety of period following termination. 3.3 Partial renewal of Maintenance and Support is defined as renewal of Maintenance and Support for a number of licenses less than purchased will constitute non -renewal. The number of supported licenses may be reduced upon agreement of both parties. In such event, the Licensor shall issue a new replacement license equivalent to the number of licenses renewed under Maintenance and Support. 4.1 Term. Both parties agree that this Agreement shall be effective for a period equal to the Initial Term set forth above. This Agreement may be terminated or canceled as provided in Sections 4.1. 4.2 Termination for Cause, This Agreement may be terminated for cause, as follows: