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PRIME G 0 V SCHEDULE 1— Support Services SLA The SLA describes the expected performance of the PrimeGov Service, the procedures for reporting an issue and expected turnaround time on issues reported. A. Service Uotime Target PrimeGov have a target uptime of>99.95% measured on a monthly basis. This time excludes any planned outages that have been identified to the Customer. PrimeGov must give a minimum of two business days notice for a planned outage. Planned outages will be targeted to occur between 00:01 on Saturdays to 23:59 on Sunday night. e. Reporting an Issue 1. Contact Details At PrimeGov we build our Service with alerting to anticipate any Service disruption so that our Customer Success team can address any technical items before they become an issue for our customers. In the case where a Customer discovers a defect or fault, or the Service is unavailable, the Customer should notify the PrimeGov Customer Success team through one of the following channels: - Enter a ticket in the help desk system at p(megov.freshdesk.com - E-mail: support@primegoy.com - Phone: 801-341-1910 Hours of Coverage The Support Services will be provided between Business Days 08:00 to 18.00 MT, from Monday to Friday. More specifically, the hours are as follows: - Service support 08:00 to 18.00 MT - Enter an issue in the help desk system This service will he available 24 hours a day-7 days a week - Email an Issue to the Customer Success team This service will he available 24 hours a day-7 days a week 3. Customer Priority Identification The Customer will supply their determined priority for each support item logged in accordance with the following Priority Code Priority Code Description PS Critical- The problem is impacting all Users by the Service being unavailable with no work around available. P2 High- The problem is impacting a significant number of Users and is causing a significant business impact, where there is no workaround available. P3 Moderate - The problem is impacting a small number of Users and is causing a minor business impact or is causing a significant business impact, but there is a workaround available P4 Low —NON -SERVICE AFFECTING DEFECT —Non -urgent or cosmetic problems,queries, causing inconvenience only. Resolving an Issue 1. Steps to Resolution a) PrimeGov Customer Success staff will analyzethe issue and revertto the Customerwith an assessment ofthe issue b) The issue will then result in one of the following actions: a. The PrimeGov Customer Success staff will send a set of steps to close the issue with associated times. b. PrimeGov Customer Success staff will askfor more clarification/ information on the issue. C. PrimeGov Customer Success staff may discuss the priority of the Issue. c) The Customer and the PrimeGov Customer Success staff will mutually agree to close or repriontize an issue. d) If a support issue is closed because it has been successfully resolved, then PrimeGov Customer Success staff will provide a brief description of the final solution to the Customer. e) If a support issue is closed but it has not been successfully resolved, then PrimeGov Customer Success staff will provide a brief description of the reason for closing the issue to the Customer. 2. Target Response Time PrimeGov will aim to provide the Customer with a response within a specific time limit based on the agreed Priority Code of the Support Issue (a "Target Response Time"). The following Target Response Times are within the Hours of Coverage. Priority Code Description Target Response Time c P3 Critical 30 Minutes P2 High 1 Hour P3 Moderate 2 Hours P4 Low 40 Hours 3. Problem Escalation