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MILLER 2.10.3 Information Required in Support Request. Each Support Request must include the following information, at a minimum ("Minimum Required Information"): (a) Client's reasonable, good faith classification of the priority (High, Medium, or Low) of the reported Defect in accordance with the priority levels and definitions contained in Section 2.12 (Resolution Targets and Priority Levels), below, with explanation; (b) Names of Applicants, References and Authorized Users involved with clear notation of their title; (c) Date and time of each occurrence; (d) Computer operating system used by party experiencing the defect; (e) Name of internet browser and version; (f) Specific steps to allow MMI personnel to recreate the issue; (g) Exact wording of any error message received, URL or name of page it was received on, or a screen shot of the error; (h) A description of all steps previously completed to resolve the defect; and (i) If MMI has permission to contact the party directly, if needed. Include contact information. 2.10.4 Additional Information. In addition to the Minimum Required Information listed above, Client shall promptly provide MMI with such other information, files, and records related to the Defect that MMI reasonably requests. 2.10.5 Access to Systems. Subject to Client's applicable security requirements, Client shall provide MMI with access to and use of all systems and environments determined necessary by MMI to provide timely Support Services pursuant to these terms. If Client is unable to provide access, the Parties agree MMI may decline to fix the defect if a reasonable alternative is not available to MMI. 2.11 Response Times. MMI shall provide an initial response acknowledging each complete and validly submitted Support Request no later than 1 business day after it is received. 2.12 Resolution Targets and Priority Levels. MMI will prioritize resolution of Defects according to their severity, and not necessarily based on the order in which they were reported. Defects reported in Support Requests shall be classified using the priority levels and definitions set forth in the Table 2.12 (Priority Levels), below. Although Client is required to propose a priority level in its Support Request, MMI may reclassify the priority level of a Defect in its sole reasonable discretion, and such determination by MMI shall be final and controlling. MMI shall use its best commercially reasonable efforts to cure Defects within the target resolution times set forth in Table 2.12 (Priority Levels), which periods of time shall commence when a Support Request containing all Minimum Required Information is submitted. MMI shall have no obligation to respond to or resolve a Support Request (other than notifying Client that the Support Request is incomplete) unless and until all Minimum Required Information is provided. "Priority Levels" are defined in the following Table 2.12 (Priority Level TABLE 2.12 PRIORITY LEVELS Priority Description Target Resolution Time High: A Defect is High priority if it (a) prohibits utilization of 24 hours Complete some or all functionality of the eSOPH System by all or outage or most Authorized Users or Applicants; (b) has a serious severe impact potential impact to Client's business (e.g., an impacted to Client's MASTER SOFTWARE SUBSCRIPTION SERVICES AGREEMENT ("MSSSA°') PAGE 6 OF 24 Version: May 30, 2023