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MILLDR <br />2.4.4 Additional Information. In addition to the Minimum Required Information listed <br />above, Client shall promptly provide MMI with such other information, files, and records related to the Defect <br />that MALI reasonably requests. <br />2.4.5 Access to Systems. Subject to Client's applicable security requirements, Client shall <br />provide MMI with access to and use of all systems and environments determined necessary by MMI to provide <br />timely Support Services pursuant to these terms. If Clien t is unable to provide access, [lie Parties agree MMI may <br />decline to fix the defect if a reasonable alternative is not available to MMI. <br />2.5 Response Times. MMI shall provide an initial response acknowledging each complete and <br />validly submitted Support Request no later than I business day after it is received. <br />2.6 Resolution Targets and Priority Levels. MMI will prioritize resolution of Defects according <br />to their severity, and not necessarily based on the order in which they were reported. Defects reported in Support <br />Requests shall be classified using the priority levels and definitions set forth in the table below. Although Client <br />is required to propose a priority level in its Support Request, MMI may reclassify the priority level of a Defect in <br />its sole reasonable discretion, and such determination by MMT shall be final and controlling. MMI shall use its <br />best commercially reasonable efforts to cure Defects within the targe[ resolution times set forth in the table below, <br />which periods of time shall commence when a Support Request containing all Minimum Required information is <br />submitted. MMI shall have no obligation to respond to or resolve a Support Request (other than notifying Client <br />that the Support Request is incomplete) unless and until all Minimum Required Information is provided. <br />Priority Levels and Definitions <br />��nsylty i{_. r'tJtl ��y <br />,�,DESe'l1IItI0�Tl i:i�I�F�d Y�p i &� �9 �� R i' T+�i ki�S C� y <br />syTarget Rerso�gt}9n'�b`tne M` lt_ <br />High: <br />A Defect is High priority if it (a) prohibits utilization of <br />24 hours <br />Complete <br />some or all functionality of the eSOPH System by all or <br />outage or <br />most Authorized Users or Applicants; (b) has a serious <br />severe impact <br />potential impact to Client's business (e.g., an impacted <br />to Client's <br />business function is halted completely); and (b) no <br />business <br />reasonably effective workaround is available. <br />function <br />Medium: <br />A Defect is Medium priority if it has a moderate impact on <br />3 Business Days <br />Partial outage <br />Client's business or it has a potentially serious impact but <br />or a <br />a reasonably effective workaround is available. For <br />workaround <br />example, a Defect would have Medium priority if it only a <br />available <br />small group of Authorize Users or Applicants aro affected, <br />or an impacted business function is not halted completely <br />but is merely inconvenienced, or the issue can otherwise <br />be circumvented by a reasonably effective and available <br />workaround (e.g., use of a different web browser), other <br />work functions can be completed in the meantime. <br />Low: Cosmetic <br />A Defect is Low priority it is merely cosmetic or has a <br />10 Business Days <br />issue, cosmetic <br />negligible impact to Client's business functions, or other <br />defect <br />work functions can be completed in the meantime. <br />3. AVAILABILITY STANDARDS <br />MASTER SOFTWARE LICENSE & SERVICES AGREETYfENT <br />Version: April 12, 2017 <br />25F-20 <br />PAGE 18 OF 20 <br />