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ServicePlus Support Services Agreement AVOCe++e Appendix Ar Definitions The following definitions are used throughout this proposal "Acknowledge Request" means an email from an Avocette representative that confirms that a request has been received. "Additional Support Services" means any additional work requested by CLIENT beyond the Base Support Services. "Additional Support Services Fees" means the monthly fee paid to the VENDOR for the delivery of Additional Support Services. "Approved Service Request" means a Service Request or a VENDOR Service Proposal for which the proposal and budget estimate provided by VENDOR has been approved by CLIENT and VENDOR has been instructed to proceed with delivery of the subject matter. "Base Support Services Fee" means the monthly fee paid to the VENDOR for the delivery of Base Support Services. "CLIENT Point of Contact" means the person in CLIENT responsible for managing the contract and approving all expenditures. This person is also the CLIENT reference of all administrative matters associated with this contract. "Contract Manager" means the Avocette Manager responsible for the delivery of Managed Services across multiple clients. The Service Delivery Manager reports to the Contract Manager. The Contract Manager is present at Monthly, Quarterly and Annual Service Level Review meetings with CLIENT. "Customer Support Center (CSC)" means CLIENT's first level helpdesk service if used. The Customer Support Center is responsible for declaring the initial priority of an Incident. "Incident" means an event that degrades or disrupts the normal operation of the application that is reported to the Service Desk and given a unique tracking number. "Incident Resolution Time" means the time to complete the permanent corrective solution (resolve the root cause). "On -call Hours" means those hours beyond the Standard Business Day. On -call services are available on request by CLIENT with one day's notice. "Preapproved Expenses" means those expenses incurred by the VENDOR in the execution of this contract including travel and living expenses as preapproved by the CLIENT. "Priority" means the degree of impact that an incident has on CLIENT business areas and clients. The priorities are graded from 1 through 5 and agreed response and resolution times are based on these priorities in the form of a Service Level Agreement. The Priority definitions can be found in Section 2.2 Service Levels. "Services" means Base Support Services and Additional Support Services. "Service Desk" means the service desk operated by the VENDOR providing a single point of contact and 2nd level support for all Services Incidents, and 1 sl level support for all Service Requests and Approved Service Requests for In -Scope Servers and In -Scope Applications. A-1