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SCHEDULE A <br />Company Hours of Support and Maintenance Service are as follows: <br />Regular Hours of Service (Pacific Timed After Hours Service (Pacific Time <br />0900 to 1700 hours, Monday to Friday 1701 to 0859 hours, Monday to Friday <br />(excluding Holidays observed by the U.S. Saturdays & Sundays <br />Federal Govt.) Holidays <br />E-mail received by: E-mail received by: <br />Company staff at supportAcoplogic.com Company staff at supportAcoplogic.com <br />Incident/Request for Service Priority. All support and maintenance incidents/ requests for service <br />will be prioritized on the following basis: <br />Priority Definition <br />A Work is stopped to the point that critical business activities cannot continue. e.g. Loss of use <br /> of major features, file system corruption, data loss, security issue, system outage. <br />B Issues or features of the product are preventing normal operations. <br />C Non-critical features, for which a convenient or reasonable work around exists, or a feature <br /> which functions unexpectedly. <br /> Slight inconvenience. <br />Response Time. The following table outlines the response times for each priority: <br />Priority Response Time Response Time <br /> During Regular Hours of Service During After Hours of Service <br />A 2 hours 6 hours from time of notifying the vendor <br /> contact(s) through voice mail or e-mail <br />B (2) business days of Company receipt of Not available <br /> verbal, written or electronic notice thereof <br /> and to correct the Priority B Issue by the <br /> Customer's reasonably requested date. If the <br /> Priority B Issue is not corrected within 2 <br /> business days of the original notification <br /> Company will provide the Customer with <br /> reports of its efforts to correct the Priority B <br /> Issue as requested by Customer. <br />C As time permits basis or inclusion in the next Not available <br /> scheduled update to the Licensed Product. <br />Coplogic - DORS Software Subscription, Support and Maintenance Agreement <br />251-10