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MILLER <br />alternative or premium version of eSOPH System for which additional fees may be required to access; or (f) <br />resolution of Defects caused by any of the events described in Section 2.13 (Exclusions), below. <br />2.9.4 MMI Support Hours. MMI will provide email support between the hours of 09:00 and <br />17:00 Pacific Time, Monday through Friday, excluding holidays. <br />2.10 Support Request Requirements. Client must comply with all of the following requirements as a <br />condition to receiving Sport Services: <br />2.10.1 Attempted Resolution by Administrative User(s). Client's Administrative User(s) shall <br />act as the first line of support to troubleshoot any Defects experienced by Applicants and Authorized Users. Only <br />when an Administrative User cannot resolve the Defect should a Support Request be submitted to MMI. If a <br />Defect is reported to MMI that an Administrative User, based on the initial training provided by MMI concurrent <br />with setup of Client's account to access the eSOPH Platform, should have been able to resolve without MMI's <br />assistance, MMI may refer such Defect back to Client's Administrate User(s) for resolution. <br />2.10.2 Submission by Administrative User(s). All Support Requests must be submitted by and <br />through one of the Administrative Users on Client's most current Designation Form (Exhibit A). MMI is not <br />required to respond to or resolve any Support Request that is submitted by a person other than a current <br />Administrative User. <br />2.10.3 Information Required in Support Request. Each Support Request must include the <br />following information, at a minimum ("Minimum Required Information"): <br />(a) Client's reasonable, good faith classification of the priority (High, Medium, or <br />Low) of the reported Defect in accordance with the priority levels and definitions contained in Section 2.12 <br />(Resolution Targets and Priority Levels), below, with explanation; <br />notation of their title; <br />(b) Names of Applicants, References and Authorized Users involved with clear <br />(c) Date and time of each occurrence; <br />(d) Computer operating system used by party experiencing the defect; <br />(e) Name of internet browser and version; <br />(f) Specific steps to allow MMI personnel to recreate the issue; <br />(g) Exact wording of any error message received, URL or name of page it was <br />received on, or a screen shot of the error; <br />(h) A description of all steps previously completed to resolve the defect; and <br />(i) If MMI has permission to contact the party directly, if needed. Include contact <br />information. <br />2.10.4 Additional Information. In addition to the Minimum Required Information listed above, <br />Client shall promptly provide MMI with such other information, files, and records related to the Defect that MMI <br />reasonably requests. <br />2.10.5 Access to Systems. Subject to Client's applicable security requirements, Client shall <br />provide MMI with access to and use of all systems and environments determined necessary by MMI to provide <br />timely Support Services pursuant to these terms. If Client is unable to provide access, the Parties agree MMI may <br />decline to fix the defect if a reasonable alternative is not available to MMI. <br />2.11 Response Times. MMI shall provide an initial response acknowledging each complete and validly <br />submitted Support Request no later than I business day after it is received. <br />MASTER SOFTWARE LICENSE & SERVICES AGREEMENT PAGE 6 OF 21 <br />Version: June 1, 2019— Santa Ana Specific (See Addendum) <br />