Common use of System Error Classification Clause in Contracts

System Error Classification. When Customer reports an IPR for a System Error, it will be assigned a priority based on the severity of the issue. These priorities will be assigned using the following table: Immediate impact is significant. Affects many and/or critical users. NA Emergency Emergency Emergency Emergency Immediate impact is moderate. Affects few and/or non- critical users. Low Medium High High Emergency Immediate impact is marginal. Affects few or no users. Low Medium High Medium High An example of an “Emergency” System Error might include: • Hosted Reservation Services are totally unavailable due to NAVITAIRE controlled communication line. An example of a “High” System Error might include: • Cannot change any airline schedules through Schedule Manager. • Cannot load new fares through Fares Manager. • Unable to generate confirmation itineraries for Internet customers. • Settlement files are delayed by one day in being sent to the settlement bank. An example of a “Medium” System Error might include: • Slow system response for specific tasks.

System Error Classification. When Customer reports an IPR for a System Error, it will be assigned a priority based on the severity of the issue. These priorities will be assigned using the following table: Immediate impact Impact is significant. Affects many and/or critical users. NA Emergency Emergency Emergency Emergency Immediate impact is moderate. Affects few and/or non- non-critical users. Low Medium High High Emergency Immediate impact is marginal. , Affects few or no users. Low Medium High Medium High An example of an “"Emergency” " System Error might include: • Hosted Reservation Services are totally unavailable due to a NAVITAIRE controlled communication line. An example of a “"High” " System Error might include: • Cannot change any airline schedules through Schedule Manager. • Cannot load new fares through Fares Manager. • Unable to generate confirmation itineraries for Internet customers. • Settlement files are delayed by one day in being sent to the settlement bank. An example of a “"Medium” " System Error might include: • Slow system response for specific tasks.

System Error Classification. When Customer reports an IPR for a System Error, it will be assigned a priority based on the severity of the issue. These priorities will be assigned using the following table: Immediate impact is significant. Affects many and/or critical users. NA Emergency Emergency Emergency Emergency Immediate impact is moderate. Affects few and/or non- non – critical users. Low Medium High High Emergency Immediate impact is marginal. Affects few or no users. Low Medium High Medium High An example of an “"Emergency” " System Error might include: • : a) Hosted Reservation Services are totally unavailable due to a NAVITAIRE controlled communication line. An example Examples of a “"High” " System Error might include: • Hosted Services Agreement a) Cannot change any airline schedules through Schedule Manager. • b) Cannot load new fares through Fares Fare Manager. • c) Unable to generate confirmation itineraries for Internet customers. • d) Settlement files are delayed by one day in being sent to the settlement bank. An example of a “"Medium” " System Error might include: • a) Slow system response for specific tasks.

System Error Classification. When Customer reports an IPR for a System Error, it will be assigned a priority based on the severity of the issue. These priorities will be assigned using the following table: Immediate impact Impact is significant. Affects many and/or critical users. NA Emergency Emergency Emergency Emergency Immediate impact is moderate. Affects few and/or non- non-critical users. Low Medium High High Emergency Immediate impact is marginal. , Affects few or no users. Low Medium High Medium High An example of an “Emergency” System Error might include: • Hosted Reservation Services are totally unavailable due to a NAVITAIRE controlled communication line. An example of a “High” System Error might include: • Cannot change any airline schedules through Schedule Manager. • Cannot load new fares through Fares Manager. • Unable to generate confirmation itineraries for Internet customers. • Settlement files are delayed by one day in being sent to the settlement bank. An example of a “Medium” System Error might include: • Slow system response for specific tasks.