Common use of Severity Classification and Response Time Goals Clause in Contracts

Severity Classification and Response Time Goals. Issues are classified according to severity of impact on the use of the Supported Hardware, according to the Support Response Time Goal chart below. All disputes regarding severity classification will be resolved by TCP in its sole discretion. Support Response Time Goals Severity Impact Response Time Goal Level 1 Production system is down, impacting all applications and associated business systems. No Workaround exists. A Level 1 Issue will immediately be assigned to a TCP support technician who will contact Client within one (1) business hour with an initial response. The support technician will then work without interruption on the Issue until a resolution is reached, either in the form of a complete fix, or an interim Workaround solution that will cause the level of urgency to drop to Level 2. Level 1 Issues qualify for 24/7 Support for Clients who have purchased this Support Plan. Level 2 Production system performance is degraded, but operational; Issue affects essential functions and no Workaround exists; or Issue is blocking critical systems tests or deliverables. A Level 2 Issue will immediately be assigned to a TCP Support Technician who will contact Client within two (2) business hours with an initial response. The support technician will then work without interruption during standard support hours until a resolution is reached, either in the form of a complete fix, or an interim Workaround solution that will cause the level of urgency to drop to Level 3. Level 2 Issues qualify for 24/7 Support for Clients who have purchased this Support Plan. Level 3 General product questions relating to development, feature issues, or Documentation. A Level 3 Issue will be assigned to a TCP Support Technician who will contact Client within one (1) business day with an initial response. The support technician will work on the issue during Standard Support Hours. Level 3 Issues do not qualify for 24/7 Support for Clients who have purchased this Support Plan.

Severity Classification and Response Time Goals. Issues are classified according to severity of impact on the use of the Supported Hardware, according to the Support Response Time Goal chart below. All disputes regarding severity classification will be resolved by TCP in its sole discretion. Support Response Time Goals Severity Impact Response Time Goal Level 1 Production system is down, impacting all applications and associated business systems. No Workaround exists. A Level 1 Issue will immediately be assigned to a TCP support technician who will contact Client within one (1) business hour with an initial response. The support technician will then work without interruption on the Issue until a resolution is reached, either in the form of a complete fix, or an interim Workaround solution that will cause the level of urgency to drop to Level 2. Level 1 Issues qualify for 24/7 Support for Clients who have purchased this Support Plan. Level 2 Production system performance is degraded, but operational; Issue affects essential functions functions, and no Workaround exists; or Issue is blocking critical systems tests or deliverables. A Level 2 Issue will immediately be assigned to a TCP Support Technician who will contact Client within two (2) business hours with an initial response. The support technician will then work without interruption during standard support hours until a resolution is reached, either in the form of a complete fix, or an interim Workaround solution that will cause the level of urgency to drop to Level 3. Level 2 Issues qualify for 24/7 Support for Clients who have purchased this Support Plan. Level 3 General product questions relating to development, feature issues, or Documentation. A Level 3 Issue will be assigned to a TCP Support Technician who will contact Client within one (1) business day with an initial response. The support technician will work on the issue during Standard Support Hours. Level 3 Issues do not qualify for 24/7 Support for Clients who have purchased this Support Plan.

Severity Classification and Response Time Goals. Issues are classified according to severity of impact on the use of the Supported Hardware, according to the Support Response Time Goal chart below. All disputes regarding severity classification will be resolved by TCP in its sole discretion. Support Response Time Goals Severity Impact Response Time Goal Level 1 Production system is down, impacting all applications and associated business systems. No Workaround exists. A Level 1 Issue will immediately be assigned to a TCP support technician who will contact Client within one (1) business hour with an initial response. The support technician will then work without interruption on the Issue until a resolution is reached, either in the form of a complete fix, or an interim Workaround solution that will cause the level of urgency to drop to Level 2. Level 1 Issues qualify for 24/7 Support for Clients who have purchased this Support Plan. Level 2 Production system performance is degraded, but operational; Issue affects essential functions and no Workaround exists; or Issue is blocking critical systems tests or deliverables. A Level 2 Issue will immediately be assigned to a TCP Support Technician who will contact Client within two (2) business hours with an initial response. The support technician will then work without interruption during standard support hours until a resolution is reached, either in the form of a complete fix, or an interim Workaround solution that will cause the level of urgency to drop to Level 3. Level 2 Issues qualify for 24/7 Support for Clients who have purchased this Support Plan. Level 3 General product questions relating to development, feature issues, or Documentation. A Level 3 Issue will be assigned to a TCP Support Technician who will contact Client within one (1) business day with an initial response. The support technician will work on the issue during Standard Support Hours. Level 3 Issues do not qualify for 24/7 Support for Clients who have purchased this Support Plan.Plan 5. Obligations of Client