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Warranty & Maintenance Support Version 81 Guidelines & Options <br />4.3.2.2 RESOLUTION TIME SLAS <br />. _ <br />Priority <br />Resolution Process. <br />Resolution Time <br />Priority 1- <br />Tiburon will provide a procedural or <br />Tiburon will work continuously (including after <br />Critical Priority <br />configuration workaround or a code correction <br />hours) to provide the Customer with a solution <br />that allows the Customer to resume live <br />that allows the Customer to resume live <br />operations on the production system, <br />operations on the production system, <br />Tiburon will use commercially reasonable <br />efforts to resolve the issue as soon as possible <br />and not later than 12 hours after notification. <br />Priority 2 - <br />Tiburon will provide a procedural or <br />Tiburon will work continuously (including after <br />Urgent Priority <br />configuration workaround or a code correction <br />hours) to provide the Customer with a solution <br />that allows the Customer to resume normal <br />that allows the Customer to resume normal <br />operations on the production system, <br />operations on the production system. <br />Tiburon will use commercially reasonable <br />efforts to resolve the Issue as soon as possible <br />and not later than 36 hours after notification. <br />Priority 3 • <br />Tiburon will provide a procedural or <br />Tiburon will work to provide the Customer with <br />High Priority <br />configuration workaround that allows the <br />a resolution which may include a workaround or <br />Customer to resolve the problem. <br />code correction within a tlme£rame that takes <br />into consideration the impact of the issue on the <br />Customer and Tiburon's User base. Priority 3 <br />Issues have priority scheduling in a subsequent <br />release. <br />Priority 4- <br />If Tiburon determines that a reported Medium <br />Tiburon will work to provide the Customer with <br />Medium Priority <br />Priority error requires a code correction, such <br />a resolution which may include a workaround or <br />issues will be addressed in a subsequent <br />code correction in a future release of the <br />release when applicable. <br />software. Priority 4 issues have no guaranteed <br />resolution time. <br />Priority 5- <br />Low Priority Issues are logged by Tiburon and <br />There is no guaranteed resolution time for Low <br />Low Priority <br />addressed at the company's discretion <br />Priority Issues, <br />according to Tiburon's roadmap planning <br />process. <br />Tiburon, Inc. July 1, 2015 Page 18 <br />A TriTeeh Software Systems Company <br />25C -33 <br />