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SUPPORT ISSUE PRIORITIES AND TIMELINES <br />TICKET RESOLUTION TARGETS <br />• New support incidents are assigned one of the following levels, each with its respective <br />standard ticket resolution target: <br />Call <br />Description <br />Standard <br />Priority Level <br />Completion Target <br />Priority 1 — <br />Fatal issues that result in the customer's inability to ftilfill <br />1 business Day <br />System Outage <br />critical business functions (i.e., those pertaining to core <br />functionality such as processing registrations, memberships, <br />rentals) and that have no reasonable work -around <br />Priority 2 — <br />Serious issues significantly impacting use of the system but <br />2 business day <br />High Business <br />do not prevent core functions from being fulfilled (i.e., <br />Impact <br />Customer cannot perform critical business functions; <br />Customer experiences severe site degradation) <br />Priority 3 — <br />All other issues, except those classified as low; (e.g., how -to <br />3 business days <br />Medium <br />questions, reporting /reconciliation issues, general questions, <br />Business <br />work around options) <br />Impact <br />Priority 4 — <br />Issues that are not time - sensitive or may be undertaken as <br />None <br />Low Business <br />customer service initiatives outside the scope of this <br />Im act <br />Agreement (i.e„ feature requests or low priority questions) <br />Guaranteed <br />For clients licensing Hosted Software <br />99% <br />Uptime <br />SERVICES NOT INCLUDED <br />The following supplies and services are excluded from Support and Maintenance: <br />• Services required to remedy problems that stem from changes to or defects in system <br />configuration upon which the Software was originally installed <br />• Services required to remedy problems which do not stem from any defect in the Software <br />• Services required to remedy problems caused by lack of training of Client's personnel <br />• Improper treatment or use of the Software <br />• Onsite or remote training services <br />• Full report customization service <br />• Database - specific services or assistance <br />