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©E2G2 <br />Certified <br />�ocei co..e...e <br />In the event E2G2 has been unable to provide either a permanent or a mutually acceptable <br />temporazy resolution within the applicable timeframes set forth in the Response Time Section <br />above, E2G2 will initiate the following escalation procedures. All procedures will be undertaken <br />at E2G2's sole expense except where the issue is determined to be due to hardware malfunctions, <br />utility failures, air conditioning malfunctions, communications malfunctions, environmental <br />problems, user errors or any other cause outside E2G2's reasonable control. All time references <br />below are clock hours or calendar days, unless otherwise specified. <br />1. Escalation Stage I. <br />a. Priority 1 Error: If a Priority 1 Error is not corrected within <br />twelve (12) hours following the report of the Error, the Support Representative attempting to <br />correct the Error shall notify the Support Supervisor or Group Lead who will immediately <br />become personally involved in resolving the problem, which will include a determination, in <br />his/her reasonable discretion following consultation with the Licensee, whether it is necessary to <br />locate a Support Representative onsite at the Licensee's location to correct the Error. E2G2 will <br />keep the Licensee appraised of the status of its efforts to correct the Error at no less than four (4) <br />hour intervals during standard business hours. <br />b. Priority 2 Error: If a Priority 2 Error is not corrected within <br />seven (7) days following the report of the Error, the Support Representative attempting to correct <br />the Error shall notify the Support Supervisor or Group Lead who will immediately become <br />personally involved in resolving the problem, which will include a determination, in his/her <br />reasonable discretion following in consultation with the Licensee, whether it is necessary to <br />locate a Support Representative onsite at the Licensee's location to correct the Error. E2G2 will <br />keep the Licensee appraised of the status of its efforts to correct the Error at no less than daily <br />intervals. <br />2. Escalation Stage 2 <br />a. Priority 1 Error: If a Priority 1 Error has not been corrected after twenty <br />four (24) hours since the initial report of Issue, E2G2 will involve its Director of Support in <br />directing the resolution of the problem, which will include a determination, in his/her reasonable <br />discretion following consultation with the Licensee, whether it is necessary to locate a Support <br />Representative onsite at the Licensee's location to correct the Error. E2G2 will keep the <br />Licensee appraised of the status of its efforts to correct the Issue at no less than four (4) hour <br />intervals during standard business hours. <br />b. Priority 2 Error: If a Priority 2 Error has not been corrected after seven <br />(7) days since the initial report of the Error, E2G2 will involve its Director of Support in <br />directing the resolution of the problem, which will include a determination, in his/her reasonable <br />discretion following consultation with the Licensee, whether it is necessazy to locate a Support <br />Representative onsite at the Licensee's location to correct the Error. E2G2 will keep the <br />Licensee appraised of the status of its efforts to correct the Issue at no less than daily intervals. <br />3. Escalation Stage 3. <br />18 <br />