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While the annual maintenance agreement is in-effect, CIT will provide technical support to Customer as Availability: Via our 1'80Onumber and personal oell phones during normal working hours. Abo,e'raUfov lower priority issues. VVe typically make ourselves available after working hours ifa high priority problem is pending. Two hours ks our typical response time to n`edium and high priority calls. Vv8typically respond in call or e-mails related to training or usage issues within 24 hours, The following escalation procedures will be employed to Insure an appropriate response to any interruption of service in order to minimize downtime. Problems are addressed quickly during the hours of 8:00am and 6:00pm EST Monday through Friday excluding Holidays and weekends. When a problem Is encountered during regular business hours, the following steps will be preformed: The Customer's users will ideally first contact the designated coordinator/primary user of software. This will probably be a person who is most familiar with the software at the Customer, and that person will endeavor iO determine the cause nf the problem, Anyway user of the software is welcome to call CIT directly, but Including the designated coordinator in problem resolution is desired. D' the problem seems ho require assistance from (Iy they will be contacted at this point. Otherwise, the Customer designated coordinator or other appropriate person will attempt to correct the problems, The Customer designated coordinator or other staff will verify network connects, resolve printer problems and any desktop issues |n order &) ensure the problem |s not one external t0the software, U the Customer isunable to determine the cause of the failure, the designated coordinator will contact CIT, CIT may be notified through e-mail, phone or other means. A toil-free number will bemaintained byOJ for use by Customer staff |n contacting its support staff, and it will be staffed so that a response to a call wlif either be immediate, or within 2 hours of receipt of call. CIT resources will work with the Customer to diagnose the problem, After Investigating the issue, CIT and Customer will jointly categorize the problem Into: Server Hardware Problem IT __jleskt IT Network Communication IT Isolated Workstation Issue IT Problem Definition and Priority: The following table provides @ list of the types o[ problems that can beexperienced. [J7isresponsible for (but not limited to):