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High Production application down <br />Client will receive 8houns' <br />Standard: 8am-5pm <br />Within <br />nrmajor malfunction <br />afollow-up <br />EST, M-F <br />reasonable <br />resulting inusers unable to <br />communication <br />efforts amsoon <br />perform their normal <br />regarding aHigh <br />|faHigh priority <br />as possible' <br />functions. <br />priority issue from <br />event occurs outside <br />Pathfinder <br />ofbusiness hours <br />support within 8 <br />and support is <br />hours with o <br />required, Pathfinders <br />detailed <br />will respond, <br />description ofthe <br />address, and <br />failure and <br />mmodiatethe issue <br />expected <br />auquickly aspossible <br />resolution time. <br />tothe best nfour <br />ability, <br />Medium Production application <br />Client will receive 24hnumz <br />Dam—spmEST,No'F <br />Within <br />functionality orperformance <br />afo||ov+up <br />reasonable <br />resulting |nhigh number of <br />communication <br />efforts as soon <br />users unable tuperform <br />regarding <br />as possible <br />their normal functions. <br />Medium priority <br />within current <br />Also, toinclude High Priority <br />issue from <br />scheduled 2- <br />business enhancements and <br />Pathfinder <br />week sprint' <br />communications. Examples <br />support within Z4 <br />include (but not limited to): <br />hours with a <br />�Functiona|suppurt/ <br />detailed <br />maintenance (e.g. data <br />description ofthe <br />sync towebgte' <br />failure and <br />|ogin/nccesoisaues, <br />expected <br />miscellaneous errors <br />resolution time. <br />troubleshooting). <br />umvv Low priority enhancements, <br />Client will receive 48houm' <br />8am—SpmEST, &4f <br />Within <br />communications, nrupdates. <br />afoUow-up <br />weeks wfnext <br />Examples include (but not <br />regarding aLow <br />scheduled <br />limited to): <br />Priority within 4A <br />sprint' <br />• Minor U|oraesthetic <br />hours from time <br />changes, including copy, <br />of request <br />Q,aphics/fon1mnhun8no. <br />wMinor data structure <br />changes (e.g. <br />add/remove aninput <br />field aslong asit's not <br />part ofany 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 />