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SCHEDULE 1 – Support Services SLA <br />The SLA describes the expected performance of the PrimeGov Service, the procedures for reporting <br />an issue and expected turnaround time on issues reported. <br />A. Service Uptime Target <br />PrimeGov have a target uptime of >99.95% measured on a monthly basis. This time excludes <br />any planned outages that have been identified to the Customer. PrimeGov must give a <br />minimum of two business days’ notice for a planned outage. Planned outages will be targeted <br />to occur between 00:01 on Saturdays to 23:59 on Sunday night. <br />B. Reporting an Issue <br />1. Contact Details <br />At PrimeGov we build our Service with alerting to anticipate any Service disruption so that <br />our Customer Success team can address any technical items before they become an issue for <br />our customers. In the case where a Customer discovers a defect or fault, or the Service is <br />unavailable, the Customer should notify the PrimeGov Customer Success team through one <br />of the following channels: <br />- Enter a ticket in the help desk system at primegov.freshdesk.com <br />- E-mail: support@primegov.com <br />- Phone: 801-341-1910 <br /> <br />2. Hours of Coverage <br /> The Support Services will be provided between Business Days 08:00 to 18.00 MT, from <br />Monday to Friday. More specifically, the hours are as follows: <br />- Service support 08:00 to 18.00 MT <br />- Enter an issue in the help desk system This service will be available 24 hours a <br />day – 7 days a week <br />- Email an issue to the Customer Success team This service will be available 24 hours a <br />day – 7 days a week <br /> <br />3. Customer Priority Identification <br />The Customer will supply their determined priority for each support item logged in <br />accordance with the following Priority Code. <br />Priority <br />Code <br />Description <br />P1 Critical - The problem is impacting all Users by the Service being unavailable <br />with no work around available. <br />P2 High - The problem is impacting a significant number of Users and is causing <br />a significant business impact, where there is no workaround available. <br />P3 Moderate - The problem is impacting a small number of Users and is causing <br />a minor business impact or is causing a significant business impact, but there <br />is a workaround available