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C. Resolving an Issue <br />1. Steps to Resolution <br />a) PrimeGov Customer Success staff will analyze the issue and revert to the Customer <br />with an assessment of the issue <br />b) The issue will then result in one of the following actions: <br />a. The PrimeGov Customer Success staff will send a set of steps to close the issue <br />with associated times. <br />b. PrimeGov Customer Success staff will ask for more clarification/ information on <br />the issue. <br />c. PrimeGov Customer Success staff may discuss the priority of the issue. <br />c) The Customer and the PrimeGov Customer Success staff will mutually agree to close <br />or reprioritize an Issue. <br />d) If a support issue is closed because it has been successfully resolved, then PrimeGov <br />Customer Success staff will provide a brief description of the final solution to the <br />Customer.. <br />e) If a support Issue is closed but it has not been successfully resolved, then PrimeGov <br />Customer Success staff will provide a brief description of the reason for closing the <br />issue to the Customer. <br />2. Target Response Time <br />PrimeGov will aim to provide the Customer with a response within a specific time limit <br />based on the agreed Priority Code of the Support Issue (a "Target Response Time"). <br />The following Target Response Times are within the Hours of Coverage. <br />Priority Code <br />Description <br />Target Response Time <br />P1 <br />Critical <br />30 Minutes <br />P2 <br />High <br />1 Hour <br />P3 <br />Moderate <br />2 Hours <br />P4 <br />Low <br />40 Hours <br />3. Problem Escalation <br />A Support Call's Priority Code may be escalated by either the Customer or PrimeGov, <br />if it is found to be more business critical than first realized or if the steps to resolve are <br />proving unsatisfactory. In the event of escalation, the following contacts from <br />PrimeGov should be called: <br />Role <br />I Name <br />Contact Details <br />V.P. Customer <br />Success <br />Larry Thorpe <br />Larry.thorpe@primegov.com <br />Director <br />Josh Hurni <br />josh.hurni@primegov.com <br />CEO <br />SherifAgib <br />sherif@primegov.com <br />