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High Production application down Client will receive <br />or major malfunction <br />a follow-up <br />resulting in users unable to <br />communication <br />perform their normal <br />regarding a High <br />functions. <br />priority issue from, <br />Pathfinder <br />support within 8 <br />hours with a <br />detailed <br />description of the <br />failure and <br />expected <br />resolution time. <br />Medium Production application I Client will receive <br />functionality or performance <br />a follow-up <br />resulting in high number of <br />communication <br />users unable to perform <br />regarding a <br />their normal functions. <br />Medium priority <br />Also, to include High Priority <br />issue from <br />business enhancements and <br />Pathfinder <br />communications. Examples <br />support within, 24 <br />include (but not limited to): <br />hours with a <br />• Functional support/ <br />detailed <br />maintenance (e.g. data <br />description of the <br />sync to website, <br />failure and <br />login/access issues, <br />expected <br />miscellaneous errors <br />resolution time. <br />troubleshooting). <br />Low Low priority enhancements, <br />Client will receive <br />communications, or updates. <br />a follow-up <br />Examples include (but not <br />regarding a Low <br />limited to): <br />Priority within 48 <br />• Minor Ul or aesthetic <br />hours from time <br />changes, including copy, <br />of request <br />graphics/fonts changes. <br />• Minor data structure <br />changes (e.g. <br />add/remove an input <br />field as long as it's not <br />part of any special logic <br />other than simple form <br />submission validation). <br />• Minor functional changes <br />(e.g. add/remove search <br />filter, minor data <br />validation change, minor <br />permission, change). <br />8 hours' <br />24 hours' <br />48 hours' <br />Standard: Sam — 5pm <br />EST, M-F <br />If a High priority <br />event occurs outside <br />of business hours <br />and support is <br />required, Pathfinders <br />will respond, <br />address, and <br />remediate the issue <br />as quickly as possible <br />to the best of our <br />ability. <br />Sam — 5pm EST, M-F <br />Sam — 5pm EST, M-F <br />Within <br />reasonable <br />efforts as soon <br />as possible' <br />Within <br />reasonable <br />efforts as soon <br />as possible <br />within current <br />scheduled 2- <br />week sprint' <br />Within 2 <br />weeks of next <br />scheduled <br />sprint' <br />0 2018 Pathfinders I All Rights Reserved <br />