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<br />CD IIIOTOIICH.A <br /> <br />3.5. Allow Motorola remote access to the System by equipping the System with the necessary <br />Connectivity, <br />3.6. Acknowledge that Cases will be handled in accordance with the times and priorities as defined in <br />Remote Technical Support Response Times Table and the Severity Level defined in the Severity <br />Definitions Table. <br />3.7. Cooperate with Motorola and perform all acts that are reasonable or necessary to enable Motorola <br />to provide the Technical Support service to Customer. <br /> <br />Severity Definitions Table <br /> <br />Severity Level Problem Types <br />Severity I . Response is provided Continuously <br /> . Major System failure <br /> . 33% of System down <br /> . 33% of Site channels down <br /> . Site Environment alarms (smoke, access, temp, AC power. <br /> . This level is meant to represent a major issue that results in an unusable <br /> system, sub-system, Product, or critical features from the Customer's <br /> perspective. No Work-around or immediate solution is available. <br />Severity 2 . Response during Standard Business Day <br /> . Significant System Impairment not to exceed 33% of system down <br /> . System problems presently being monitored <br /> . This level is meant to represent a moderate issue that limits a Customer's <br /> nonnal use of the system, sub-system, product, or major non~critical <br /> features from a Customer's perspective <br />Severity 3 . Response during Standard Business Day <br /> . Intermittent system issues <br /> . Information questions <br /> . Upgrades/preventative maintenance <br /> . This level is meant to represent a minor issue that does not preclude use of <br /> the system, sub-system, product, or critical features from a Customer's <br /> perspective. It may also represent a cosmetic issue, including <br /> documentation errors, general usage questions, recommendations for <br /> product enhancements or modifications, and scheduled events such as <br /> preve_ive maillteRance or prodootlsyslem ulllU3des, <br /> <br />Remote Technical Support Response Times Table <br /> <br />SEVERITY <br />Severi I <br />Severity 2 <br />Severi 3 <br /> <br />RESPONSE <br />Within I Hour from recei t of Notification, Continuousl <br />Within 4 Hours from receipt of Notification, Standard Business Day <br />Within next Business Da , Standard Business Da <br /> <br />Technical Support Service <br />Approved by Motorolo Contracts and Compliance 12-19-03 <br /> <br />page 2 of2 <br />