Common use of Support Levels Clause in Contracts

Support Levels. Once a technical support request has been received, and all required information has been gathered, the request will be assigned a severity level as defined below:  Level 1: The SERVICE is not functioning or is materially unavailable. The SERVICE is not available to a majority of Users, or the production system is down, or all features/functions are unavailable. For example: No course content is available, no Users can login, or the administrative interface is unavailable. o Target Response Time: 2 hours  Level 2: The SERVICE is functioning, but with significant impairment. The SERVICE is not available to a significant proportion of Users or a major area of the SERVICE is not functioning. For example: A department of Users cannot access the SERVICE, the Courses section of the administrative interface is unavailable, or new enrollments cannot be made. o Target Response Time: 4 hours  Level 3: The SERVICE is functioning but with minor impairment. The SERVICE is not available to a small proportion of CLIENT Users or a specific area of the SERVICE is not functioning. For example: Certificates are not displaying, an individual report is not accessible, or enrollment emails are not sending out. o Target Response Time: 8 hours  Level 4: Any request that is not level 1, 2, or 3 is a severity level 4. o Target Response Time: 24 hours Response time applies to both the initial response as well as any subsequent responses. In the event that CLIENT upgrades to Elite Support, in addition to the aforementioned, CLIENT shall also receive (i) Strategic client support, (ii) business reviews, and (iii) SSL certificate for custom URL

Support Levels. Once a technical support request has been received, and all required information has been gathered, the request will be assigned a severity level as defined below:  • Level 1: The SERVICE is not functioning or is materially unavailable. The SERVICE is not available to a majority of Users, or the production system is down, or all features/functions are unavailable. For example: No course content is available, no Users can login, or the administrative interface is unavailable. o Target Response Time: 2 hours  • Level 2: The SERVICE is functioning, but with significant impairment. The SERVICE is not available to a significant proportion of Users or a major area of the SERVICE is not functioning. For example: A department of Users cannot access the SERVICE, the Courses section of the administrative interface is unavailable, or new enrollments cannot be made. o Target Response Time: 4 hours  • Level 3: The SERVICE is functioning but with minor impairment. The SERVICE is not available to a small proportion of CLIENT Users or a specific area of the SERVICE is not functioning. For example: Certificates are not displaying, an individual report is not accessible, or enrollment emails are not sending out. o Target Response Time: 8 hours  • Level 4: Any request that is not level 1, 2, or 3 is a severity level 4. o Target Response Time: 24 hours Response time applies to both the initial response as well as any subsequent responses. In the event that CLIENT upgrades to Elite Support, in addition to the aforementioned, CLIENT shall also receive (i) Strategic client support, (ii) business reviews, and (iii) SSL certificate for custom URL

Support Levels. Once a technical support request has been received, and all required information has been gathered, the request will be assigned a severity level as defined below:  • Level 1: The SERVICE is not functioning or is materially unavailable. The SERVICE is not available to a majority of Users, or the production system is down, or all features/functions are unavailable. For example: No course content is available, no Users learners can login, or the administrative interface is unavailable. o Target Response Time: 2 hours  • Level 2: The SERVICE is functioning, but with significant impairment. The SERVICE is not available to a significant proportion of Users or a major area of the SERVICE is not functioning. For example: A department of Users learners cannot access the SERVICE, the Courses section of the administrative interface is unavailable, or new enrollments cannot be made. o Target Response Time: 4 hours  • Level 3: The SERVICE is functioning but with minor impairment. The SERVICE is not available to a small proportion of CLIENT Users or a specific area of the SERVICE is not functioning. For example: Certificates are not displaying, an individual report is not accessible, or enrollment emails are not sending out. o Target Response Time: 8 hours  • Level 4: Any request that is not level 1, 2, or 3 is a severity level 4. o Target Response Time: 24 hours Response time applies to both the initial response as well as any subsequent responses. In the event that CLIENT upgrades to Elite Support, in addition to the aforementioned, CLIENT shall also receive (i) Strategic client support, (ii) business reviews, and (iii) SSL certificate for custom URL.