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Docusign Envelope ID:AEFAFBCC-492F-42E4-911 E-F91 FC8B3A7BC <br /> �criptan of Problem Category `Priority <br /> Workaround available Low <br /> Easy to implement workaround. <br /> No impact on system <br /> performance <br /> No impact on <br /> user/department's efficiency <br /> 3.3. Support Restore Requirements <br /> The following table provides a guideline for restoration times in case of a problem: <br /> Rrlorlt gRestage Time , , r 4 � ;� �� � � s'� <br /> try(', Y 4 ySf" L C} 2 '�4l 1 _ <br /> �Fv , ,u <br /> High Response within 2 hours of contact. <br /> Resolution within 6 hours from time of notifying the vendor contact(s)through <br /> voice mail (first level support contact) and e-mail, <br /> If feasible,Versaterm will provide after-hours support into the evening or during <br /> early morning hours. <br /> Med Resolution within 2 business days from time of notifying the vendor contact(s) <br /> through voice mail (first level support contact) and e-mail to the entire list. <br /> Low No resolution time designated. Added to enhancement list or addressed through <br /> updates to user documentation. <br /> 4. Old releases <br /> Old releases are supported up to two years after release of succeeding versions. Please note that <br /> throughout the Maintenance and Support Term customers are provided with the latest version of <br /> the software to include all customizations <br /> [Signatures on following page] <br /> August 2024—190824 <br /> Page 4 of 5 <br />