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SCHEDULE A <br />Licensor Hours of Support and Maintenance Service are as follows: <br />Regular Hours of Service Pacific Time): <br />0900 to 1700 hours, Monday to Friday <br />(excluding Holidays observed by the U.S. <br />Federal Govt.) <br />E -mail received by: <br />Licensor staff at sir Tort c�coliloszic.com <br />After Hours Service (Pacific Time): <br />1701 to 0859 hours, Monday to Friday <br />Saturdays & Sundays <br />Holidays <br />E-mail received by: <br />Licensor staff at su ort i�coplogiaeorn <br />Incident /Request for Service Priority. All support and maintenance incidents/ requests for <br />service will be prioritized on the following basis: <br />Priority <br />Definition <br />A <br />Work is stopped to the point that critical business activities cannot continue. e.g. Loss of use <br />During Re !! ar Hours of Service <br />of major features, file system corruption, data loss, security issue, system outage. <br />B <br />Issues or features of the product are preventing normal operations. <br />C <br />Non - critical features, for which a convenient or reasonable work around exists, or a feature <br />which functions unexpectedly. <br />B <br />Slight inconvenience. <br />Response Time. The following table outlines the response times for each priority: <br />Priority <br />Response Time <br />Response Time <br />During Re !! ar Hours of Service <br />During After Flours of Service <br />A <br />_ <br />2 hours <br />6 hours from time of notifying the vendor <br />contact(s) through voice mail or e-mail <br />B <br />(2) business days of Licensor receipt of <br />Not available <br />verbal, written or electronic notice thereof <br />and to correct the Priority B Issue by the <br />Licensee's reasonably requested date. If the <br />Priority B Issue is not corrected within 2 <br />business days of the original notification <br />Licensor will provide the Licensee with <br />reports of its efforts to correct the Priority B <br />_ <br />Issue as requested by Licensee. <br />C <br />As time pennits basis or inclusion in the next <br />Not available <br />scheduled update to the Licensed Product. <br />Coplogic - DORS Setup and Subscription License Agreement (AST 11.20.15) 18 <br />