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Severity 2: Produces a detrimental situation in which performance (throughput or response) of the Covered Software degrades substantially under reasonable loads, such that there is a severe impact on use; the Covered Software is usable, but materially incomplete; one or more mainline functions or commands is inoperable; or the use is otherwise significantly impacted. RESPONSE: Rattle Tech LLC will provide a response by a qualified member of its staff to begin to diagnose and to correct a Severity 2 problem as soon as reasonable possible, but in any event a response via telephone will be provided within four (4) hours. Rattle Tech LLC will exercise its best efforts to resolve Severity 2 problems within three (3) days. The resolution will be delivered to City in the same format as Severity 1 problems. If Rattle Tech LLC delivers an acceptable work- around for a Severity 2 problem, the severity classification will drop to a Severity 3. Severity 3: Produces an inconvenient situation in which the Covered Software is usable but does not provide a function in the most convenient or expeditious manner, and the user suffers little or no significant impact. RESPONSE: Rattle Tech LLC will exercise their best efforts to provide to City an estimate of the effort to resolve the problem or may provide a simple workaround. Approved work will be performed as a part of standard system maintenance. Severity 4: Produces a noticeable situation in which the use is affected in some Way which is reasonably correctable by a documentation change or by a simple maintenance release from Rattle Tech LLC. RESPONSE: Rattle Tech LLC will exercise their best efforts to provide to City an estimate of the effort to resolve the problem or may provide a simple workaround. Approved work will be performed as a part of standard system maintenance. C. Planned System Maintenance i. Rattle Tech LLC shall inform the Customer of any planned system maintenance at least three (3) days in advance. 2. All system maintenance shall be conducted during non -core business hours, specifically between 12:00 AM and 4:00 AM Pacific Time Zone (PT). 3. Rattle Tech LLC will make commercially reasonable efforts to minimize the duration of the maintenance and its impact on system availability.