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2.3. VISIPHOR shall provide Technological Releases from time to time. <br />2.4. In the provision of Support, VISIPHOR shall adhere to the following response <br />standards and at all times shall provide Support in accordance with the highest industry standards <br />recognizing the public interest duties and responsibilities of the Customer: <br />2.4.1. SEVERITY LEVEL ONE <br />Severity Level One Definition: The Application Package Programs are <br />totally inoperative and the use of the Product for processing transactions <br />or database seazches is not possible. <br />Severity Level One Response Time: VISIPHOR shall respond by <br />telephone to the Customer within twenty-four (24) business hours of <br />initial notification to VISIPHOR. If the initial notification was not by <br />telephone or not during VISIPHOR business hours, this response time <br />shall start when Support personnel receive the notification. <br />Severity Level One Resolution Time: VISIPHOR shall provide its best <br />commercial efforts to initiate a resolution within forty-eight (48) <br />business hours of the initial notification. <br />Severity Level One Resolution: VISIPHOR shall provide a program <br />correction, program patch or a procedure for Customer to bypass or work <br />around the error condition in order to resume operations. If a bypass <br />procedure is utilized, VISIPHOR shall continue error correction activity, <br />on a high priority basis, until a program correction or patch is provided. <br />2.4.2. SEVERITY LEVEL TWO <br />Severity Level Two Definition: Significant portions of the Application <br />Package Programs are severely impaired to the extent that major <br />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 business <br />hours, this response time shall start when Support personnel receive the <br />notification. <br />Severity Level Two Resolution Time: VISIPHOR shall provide its best <br />commercial efforts to initiate a resolution within ninety-six (96) business <br />hours of initial notification to VISIPHOR. <br />Severity Level Two Resolution: VISIPHOR will provide the Customer <br />with a program correction, program patch or a procedure to bypass or <br />work around the error condition in order to continue operations. If a <br />251-7 <br />