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<br />INTI ME SOLUTIONS INC. <br /> <br />ATTACHMENT 'A' <br /> <br />Support Level Definition <br /> <br />All Customer requests for Support shall be managed as described below. The degree ofInTime's responsiveness <br />("Severity") shall be based on the nature of the initial Customer Support request. The Customer will always make <br />every effort to respond in a timely fashion to requests from InTime for assistance in providing Support. <br /> <br />"Normal Support Hours" are 6:00 AM through 5:00 PM (Pacific Time), Monday through Friday, excluding <br />statutory holidays. During Normal Support Hours, the Customer will make contact with an InTi me Support <br />representative directly or through a message attendant with callback. Outside of Norma I Support Hours, Critical <br />Severity Support only will be made available through a pager system. <br /> <br />Critical Severity <br />Description: <br /> <br />Initial Response: <br /> <br />Resolution Response: <br /> <br />High Severity <br />Description: <br /> <br />Initial Response: <br /> <br />Resolution Response: <br /> <br />Normal Severity <br />Description: <br />Initial Response: <br /> <br />Resolution Response: <br /> <br />Available: 24 hours/day, 7 days/week <br /> <br />A Customer detected critical Software error that renders the entire live InTi me production <br />system inoperable or "down". <br />During Normal Support Hours, immediate response if an InTi me Support representative is <br />available, otherwise a callback response within one (I) hour. Outside of Normal Support <br />Hours a callback response within one (1) hour. <br />InTime will work continuously to return the InTime production system to nonnal "up" <br />operation, with an average resolution time of not more than eight (8) hours. <br /> <br />A vailable: Normal Suppoli Hours <br /> <br />A Customer detected non-critical Software error in a module of the live InTime <br />production system, which seriously impairs system operation but does not render it <br />"down". Non-critical Software errors exclude cosmetic, documentation, or reporting <br />problems, and also questions regarding the operation of the software, its installation or <br />training. <br />During Normal Support Hours, immediate response if an InTime Support representative is <br />available, otherwise a callback response within two (2) hours. However if the request is <br />made within the last hour of the day or after the close of day, then within the first two (2) <br />hours of the next Normal SUppOli Hours day. <br />InTi me will work continuously to restore system operation within Norma] Support Hours. <br /> <br />Available: Normal Support Hours <br />All other SuppOli requests not described above. <br />During Normal Support Hours, immediate response if an InTime SuppOli representative is <br />available, otherwise a callback response within four (4) hours. However if the request is <br />made within the last four hours of the day or after the close of day, then within the first <br />four (4) hours ofthe next Normal Support Hours day. <br />InTi me will correct documentation errors in upcoming releases of the documentation. <br />InTime will provide Software error corrections in the course of its standard development <br />and upgrade methodology for the Software. <br /> <br />ENTERPRISE SOFTWARE LICENSING AGREEMENT <br />Confidential Document <br /> <br />Page 16 of 16 <br />