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Agreement between VISIPHOR Corporation and <br />City o/Santa Ana [Exhlblt FJ <br />2.4.2. SEVERITY LEVEL TWO <br />Severity Level Two Defimition: Significant portions of the <br />Application Package Programs aze severely impaired to the extent <br />that major functions are inoperative. <br />Severity Level Two Response Time: VISIPHOR shall respond by <br />telephone or electronic means to Customer within forty-eight (48) <br />business hours of initial notification to VISIPHOR. If the initial <br />notification was not by telephone or not during VISIPHOR <br />business hours, this response time shall start when Support <br />personnel receive the notification. <br />Severity Level Two Resolution Time: VISIPHOR shall provide its <br />best commercial efforts to initiate a resolution within ninety-six <br />(96) business hours of initial notification to VISIPHOR. <br />Severity Level Two Resolution: VISIPHOR will provide the <br />Customer with a program correction, program patch or a procedure <br />to bypass or work azound the error condition in order to continue <br />operations. If a bypass procedure is utilized, VISIPHOR shall <br />continue error correction activity until a program correction or <br />program patch is provided. <br />2.4.3. SEVERITY LEVEL THREE <br />Severity Level Three Definition: The Application Package <br />Programs are impaired to the extent that some non-critical <br />functions aze not operating. <br />Severity Level Three Response Time: VISIPHOR shall respond by <br />telephone to Customer within seventy-two (72) business hours of <br />initial notification to VISIPHOR. If the initial notification was not <br />by telephone or not during VISIPHOR business hours, this <br />response time shall start when the notification is received by <br />Support personnel. <br />Severity Level Three Resolution Time: VISIPHOR shall provide <br />its best commercial efforts to initiate a resolution as soon as <br />possible. In some cases, a resolution may be delivered as part of a <br />technological update or release. <br />Severity Level Three Resolution: VISIPHOR shall provide <br />Technological Releases in the form of CD-ROM, diskette or <br />electronic file transfer. <br />Confidential Page 5 7/17/2006 <br />City o£Santa Ma-ExhibitF Copyright®2006-VISIPHOR Corporation <br />