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