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10. [at ident R oamse fRr 8 uaefioaatifr oS the 3oStware. The Software is designod and configured to meet <br />minimal functionality standards as described in the Documentation and the Statement of Work, The following <br />table illustrates the response level and resolution goal for loss of functionality of the Software. <br />3evetlty <br />Classilltpiton <br />$gesllcr#ption ..: <br />Tuff n <br />1LosPo ... <br />IYme <br />koiitaW <br />i+ ue <br />PLOW nrivarataf <br />PI Critical a <br />Ventiv Software is completely <br />30 minutes during <br />Every 66 minutes <br />; B Business Hours <br />, <br />inaccessible or the majority of its critical <br />Business Hours <br />, <br />during Business <br />. <br />functionality is unusable and no work <br />Hours. After hours, <br />around exists, <br />update frequency <br />will be mutually <br />agreed upon. <br />P2 -Major a <br />One or more key futures of Ventiv <br />60 minutes during <br />. One Daily Update <br />5 Business hays c <br />Software is unusable and no work around <br />Business Hours <br />sent during <br />by next schedule <br />exists, <br />Business Hours. <br />maintenance <br />window; whicheva <br />is less <br />Pi - Minor <br />Non- critical functionality is down or <br />I Business Day <br />As Agreed <br />As Agreed <br />impaired <br />• <br />Hoes not have significant .current . <br />production impact <br />perfotmance is degraded <br />P4 — General . <br />How to, training items, requests for <br />5 Business Days <br />As Alp=d <br />. As Agreed <br />Request <br />general information <br />e <br />Enhancement requests <br />11. Customer ®btig}uions. Customer must make at least one of its two Customer Support Contacts available to <br />work with the assigned Ventiv support resources) for all p I and P2 issues. If Customer's Support Contacts are <br />unavailable to work with Ventiv, then the issue will be towered to a P3 issue, If su Issue Is considered Pl, <br />customer most call the Helpdesk <br />12. Defect Rasoluffon. Should Ventiv, in its sole judgment, deter ai tie that there is a defect is the Software, it will, <br />at its sole discretion, repair such defect in the version of the Software that Customer is currently Using or <br />Instruct Customer to install a newer version of the Software with such defect repaired. Ventiv reserves die right <br />to provlde Customer with a work around in lieu of fixing a defect should it, in its sale judgment, determine that <br />it is more effective to do so. <br />13. Escalation bevels. <br />13 <br />25G -15 <br />