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DocuSlgn Envelope ID: 6A020087-A880.4643-9DOA-70D8A44CECOE ONE1 �OnEfoarding (40 hour fixed bid project) One Time _� __ $7000.00 Service Level Agreement Severity of Description Initial Follow up Corrective Customer Issue Response Status Action Times Tinges Times',' ONE (1) Customer's production use of the Lawson I hour 2 hours 3 business Application is stopped or so severely impacted that (24 x 7*) (24 x 7*) days Customer cannot reasonably continue work. (24 x 7*) TWO (2) Important tbatures in the Lawson Application are 4 hours 4 hours 10 business unavailable with no acceptable workaround, days Customer's implementation or production use of the Lawson Application is continuing, however, there is a serious Impact oil the Customer's productivity and/or service levels. THREE (3) Important features in the Lawson Application are 12 hours 72 hours None unavailable, but a workaround is available or less significant components in the Lawson Application are unavailable with no reasonable workaround. Customer's work, regardless of the environment or product usage, has experienced a minor loss of service or functionality, FOUR (4) An error exists in the Lawson Application, but 5 business None None Customer's work or usage of the Application is not days impeded or there are only minor interruptions in Customer's normal operations. Customer requests information, an enhancement or documentation clarification regarding the Lawson Application, but there is no impact oil the operation of the Lawson Application. Nogalis cannot guarantee final corrective action time oil situations that require collaboration, input and deliverables front Customer, 3n1 party vendors (e.g. hardware vendors or payroll software vendors, etc.) or Infor. Nogalis cannot guarantee final resolution time on situations that are dependent on coordination of future releases, cyclic or point releases. For enhancement requests, Nogalis will commit to providing Customer a Product Requirements Document within fourteen (14) business days, depending on the complexity of the request and research effort required.