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10. Incident Response for Functionality of„the , Software. The Software is designed and configured to meet minimal functionality standards as described in the Documentation and the Statement of Work. The following table illustrates the response level and resolution goal for loss of functionality of the Software, Savonty„ .. .. P3 -Minor Non-oritrcal functionality is impaired Does not have significant production impact • Performance is degraded down or l Business Day . As Agreed As Agreed current PA — General How to, training items, requests for 5 Business Days As Agreed As Agreed Request general information • Enhancement requests 11. Customer Obligations. Customer must make at least one of its two Customer Support Contacts available to work with the assigned Ventiv support resource(s) for all P1 and P2 issues, If Customer's Support Contacts are unavailable to work with Ventiv, then the issue will be lowered to a P3 issue. If an issue is considered Pl, customer must call the Helpdesk 12. Defect Resolution. Should Ventiv, in its sole judgment, determine that there is a defect in the Software, it will, at its sole discretion, repair such defect in the version of the Software that Customer is currently using or instruct Customer to install a newer version of the Software with such defect repaired. Ventiv reserves the right to provide Customer with a work around in lieu of fixing a defect should it, in its sole judgment, determine that it is more effective to do so. 13. Escalation Levels. 13 IiitlalRespodsa ' Follow-up Resolutlon Goal ClassoRcat%an _ Time ` Fre gneuey P1 - Critical Ventiv Software is completely 30 minutes during Every 60 minutes $ Business Hours inaccessible or the majority of its critical Business Hours during Business . functionality is unusable and no work Hours. After ]tours, around exists, update frequency will be mutually agreed upon. P2 - Major • One or more key features of Ventiv : 60 minutes during . One Daily Update . 5 Business Days c Software is unusable and no work around Business Hours sent during by next schedule exists. Business Hours. maintenance window; whicheve is less .. .. P3 -Minor Non-oritrcal functionality is impaired Does not have significant production impact • Performance is degraded down or l Business Day . As Agreed As Agreed current PA — General How to, training items, requests for 5 Business Days As Agreed As Agreed Request general information • Enhancement requests 11. Customer Obligations. Customer must make at least one of its two Customer Support Contacts available to work with the assigned Ventiv support resource(s) for all P1 and P2 issues, If Customer's Support Contacts are unavailable to work with Ventiv, then the issue will be lowered to a P3 issue. If an issue is considered Pl, customer must call the Helpdesk 12. Defect Resolution. Should Ventiv, in its sole judgment, determine that there is a defect in the Software, it will, at its sole discretion, repair such defect in the version of the Software that Customer is currently using or instruct Customer to install a newer version of the Software with such defect repaired. Ventiv reserves the right to provide Customer with a work around in lieu of fixing a defect should it, in its sole judgment, determine that it is more effective to do so. 13. Escalation Levels. 13