Support Incidents. 5.1. Participating Institution shall report all issues via Salesforce, through the creation of a Salesforce Case (a "Support Case"). Level I and II issues, as described in 5.2 below, should also be reported to ▇▇▇▇▇▇▇@▇▇▇▇▇▇▇▇▇▇▇▇▇.▇▇▇. 5.2. Ex Libris Response to Support Cases: Respon se Level Description Initial Response I ▪ The SaaS Service is not available 1 hour II ▪ An inoperable production module 2 hours III ▪ Other production performance related issues, typically a module feature working incorrectly 1 business day IV ▪ Non-performance related incidents, including: general questions, requests for information, documentation questions, enhancement requests 2 business days DocuSign Envelope ID: FD258E1D-4866-445B-B2A0-411F1F172E10 5.3. Updates relating to Support Cases All incidents of Downtime which are known by Ex Libris are reported by Ex Libris to Participating Institution and available for Participating Institution to view via a designated link on the Participating Institution Portal ( "Downtime Status Page"). In the event of Downtime, Ex Libris shall update the Downtime Status Page on an hourly basis until resolution of such Downtime event. All incidents of Downtime which are known by Ex Libris and which affect only Participating Institution will be communicated via a support case or by email.
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Sources: Institution Participation Agreement, Institution Participation Agreement, Institution Participation Agreement