Common use of Severity Levels Clause in Contracts

Severity Levels. Technical Support will prioritize problems/requests according to the severity levels set forth below. SilkRoad will use commercially reasonable efforts to respond according to the Response Specifications set forth below with respect to the Severity Level assigned to the problem: The Hosted Service suffers an error or issue in a production down situation that cannot be reasonably circumvented and which so substantially impairs the performance of the Hosted Service or any components of the Hosted Service, which are critical to the Customer’s business, as to effectively render the Hosted Service unusable. SilkRoad will acknowledge any such reported error or issue within thirty (30) minutes and SilkRoad will work twenty‐four (24) hours a day, seven (7) days a week to address and resolve the error and provide an applicable workaround or fix. The Hosted Service suffers an error or issue, which cannot be reasonably circumvented, and which substantially impairs the use of one or more portions or features of the Hosted Service required by Customer to perform necessary business functions but does not effectively render the Hosted Service unusable as a whole. SilkRoad will acknowledge any such reported error or issue within two (2) hours and, if Customer is using the Hosted Service in production, will work continually within normal business hours to address and resolve the error and provide an applicable workaround or fix. The Hosted Service suffers a low impact error or issue (which is not of Severity 1 or Severity 2) that impairs the use of the features of the Hosted Service, but the reported error or issue can be reasonably circumvented. SilkRoad will acknowledge any such reported error or issue within eight (8) hours and will work within normal business hours to address and resolve the error and provide an applicable workaround or fix. The Hosted Service does not incur an error and allows Customer to function normal business operations; however, Customer inquiries about existing Documentation, training, standard use of the Hosted Service and other general questions. SilkRoad will acknowledge any such inquiry within twenty‐four (24) hours and will work within normal business hours to address and resolve Customer’s inquiry. * Response times are measured from the time Customer or Channel Partner, if acting on behalf of SilkRoad, has spoken with or left a voicemail or email for a SilkRoad Customer support contact specifying the nature of the Customer’s problem.

Severity Levels. Technical Support will prioritize problems/requests according to the severity levels set forth below. SilkRoad will use commercially reasonable efforts to respond according to the Response Specifications set forth below with respect to the Severity Level assigned to the problem: The Hosted Service suffers an error or issue in a production down situation that cannot be reasonably circumvented and which so substantially impairs the performance of the Hosted Service or any components of the Hosted Service, which are critical to the Customer’s business, as to effectively render the Hosted Service unusable. SilkRoad will acknowledge any such reported error or issue within thirty (30) minutes and SilkRoad will work twenty‐four twenty-four (24) hours a day, seven (7) days a week to address and resolve the error and provide an applicable workaround or fix. The Hosted Service suffers an error or issue, which cannot be reasonably circumvented, and which substantially impairs the use of one or more portions or features of the Hosted Service required by Customer to perform necessary business functions but does not effectively render the Hosted Service unusable as a whole. SilkRoad will acknowledge any such reported error or issue within two (2) hours and, if Customer is using the Hosted Service in production, will work continually within normal business hours to address and resolve the error and provide an applicable workaround or fix. The Hosted Service suffers a low impact error or issue (which is not of Severity 1 or Severity 2) that impairs the use of the features of the Hosted Service, but the reported error or issue can be reasonably circumvented. SilkRoad will acknowledge any such reported error or issue within eight (8) hours and will work within normal business hours to address and resolve the error and provide an applicable workaround or fix. The Hosted Service does not incur an error and allows Customer to function normal business operations; however, Customer inquiries about existing Documentation, training, standard use of the Hosted Service and other general questions. SilkRoad will acknowledge any such inquiry within twenty‐four twenty-four (24) hours and will work within normal business hours to address and resolve Customer’s inquiry. * Response times are measured from the time Customer or Channel Partner, if acting on behalf of SilkRoad, has spoken with or left a voicemail or email for a SilkRoad Customer support contact specifying the nature of the Customer’s problem.

Severity Levels. Technical Support will shall prioritize problems/requests according to the severity levels set forth below. SilkRoad NormShield, Inc. dba Black Kite will use commercially reasonable efforts to respond according to the Response Specifications set forth below with respect to the Severity Level assigned to the problem: The Hosted Service suffers Services suffer an error or issue in a production down situation that which cannot be reasonably circumvented and which so substantially impairs the performance of the Hosted Service Services or any components of the Hosted ServiceServices, which are critical to the Customer’s business, as to effectively render the Hosted Service them unusable. SilkRoad NormShield, Inc. dba Black Kite will acknowledge any such reported error or issue within thirty sixty (3060) minutes and SilkRoad NormShield, Inc. dba Black Kite will work twenty‐four twenty-four (24) hours a day, seven (7) days a week to address and resolve identify the error and provide an applicable workaround or fix. The Hosted Service suffers Services suffer an error or issue, which cannot be reasonably circumvented, and which substantially impairs the use of one or more portions or features of the Hosted Service Services required by Customer to perform necessary business functions but does not effectively render the Hosted Service Services unusable as a whole. SilkRoad NormShield, Inc. dba Black Kite will acknowledge any such reported error or issue within two four (24) hours and, if Customer is using the Hosted Service Services in production, will work continually within normal business hours to address and resolve identify the error and provide an applicable workaround or fix. The Hosted Service suffers Services suffer a low impact error or issue (which is not of Severity 1 or Severity 2) that which impairs the use of the features of the Hosted ServiceServices, but the reported error or issue can be reasonably circumvented. SilkRoad NormShield, Inc. dba Black Kite will acknowledge any such reported error or issue within eight (8) hours and will work within normal business hours to address and resolve identify the error and provide an applicable workaround or fix. The Hosted Service does Services do not incur an error and allows allow Customer to function normal business operations; however, Customer inquiries about existing Documentation, training, or standard use of the Hosted Service and other general questionsServices. SilkRoad NormShield, Inc. dba Black Kite will acknowledge any such inquiry within twenty‐four twenty-four (24) hours and will work within normal business hours to address and resolve Customer’s inquiry. * Response times are measured from the time Customer or Channel Partner, if acting on behalf of SilkRoad, has spoken with or left a voicemail or email for a SilkRoad NormShield, Inc. dba Black Kite Customer support contact specifying the nature of the Customer’s problem.

Severity Levels. Technical Support will prioritize problems/requests according to the severity levels set forth below. SilkRoad Rival will use commercially reasonable efforts to respond according to the Response Specifications response specifications set forth below with respect to the Severity Level assigned to the problem: Severity 1 – Critical The Hosted Service suffers an error or issue in a production down situation that cannot be reasonably circumvented and which so substantially impairs the performance of the Hosted Service or any components of the Hosted Service, which are critical to the CustomerClient’s business, as to effectively render the Hosted Service unusable. SilkRoad Rival will acknowledge any such reported error or issue within thirty (30) minutes minutes,* and SilkRoad Rival will work twenty‐four twenty-four (24) hours a day, seven (7) days a week to address and resolve the error and provide an applicable workaround or fix. Severity 2 – Serious The Hosted Service suffers an error or issue, which cannot be reasonably circumvented, and which substantially impairs the use of one or more portions or features of the Hosted Service required by Customer Client to perform necessary business functions but does not effectively render the Hosted Service unusable as a whole. SilkRoad Rival will acknowledge any such reported error or issue within two (2) hours and, if Customer is using the Hosted Service in production, hours,* and Xxxxx will continually work continually within normal business hours hours† to address and resolve the error and provide an applicable workaround or fix. Severity 3 – Moderate The Hosted Service suffers a low impact error or issue (which is not of Severity 1 or Severity 2) that impairs the use of the features of the Hosted Service, but the reported error or issue can be reasonably circumvented. SilkRoad Rival will acknowledge any such reported error or issue within eight (8) hours hours,* and Rival will work within normal business hours hours† to address and resolve the error and provide an applicable workaround or fix. Severity 4 – Minor The Hosted Service does not incur an error and allows Customer Client to function normal business operations; however, Customer Client inquiries about existing Documentation, training, standard use of the Hosted Service and or other general questionsmatters. SilkRoad Rival will acknowledge any such inquiry within twenty‐four twenty-four (24) hours hours,* and Rival will work within normal business hours hours† to address and resolve Customer’s inquirythe error and provide an applicable workaround or fix. * Response times are measured from the time Customer or Channel Partner, if acting on behalf of SilkRoad, Client has spoken with or left a voicemail or email for a SilkRoad Customer Rival Client support contact specifying the nature of the CustomerClient’s problem. † Normal business hours are Monday through Friday, 8:00 am until 7:00 pm (08:00 – 19:00) Eastern Time (UTC - 5), excluding national or statutory holidays.