Resolution; Response Time. Technical support issues meeting the severity level descriptions set forth above will be addressed as follows: • Severity Level 0 – Members with nodes contributing to outage will work 24 hours per day, 7 days per week, until the issue has a temporary repair/workaround in place. A permanent repair will be performed during working hours. Upon request by Member, Xxxxxx will use reasonable efforts to make a designated contact available 24 hours per day, 7 days per week to assist Member resources in the investigation of the issue. In addition, Hedera will use reasonable efforts to make a designated contact available to assist Member resources in the investigation of other Severity Level responses during the times as reasonably requested by Member. • Severity Level 1 – Members with nodes contributing to degradation will work 16 hours per day, 7 days per week to resolve all Severity Level 1 incidents until the issue has a temporary repair/workaround in place. A permanent repair will be performed during working hours. • Severity Level 2 – Member with affected node will work during working hours until a temporary repair is in place and then work to provide a permanent repair. • Severity Level 3 – Member resources will work during working hours to resolve Severity Level 3 incidents in order of their priority.
