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Vermont <br />VSystems <br />P.--t- 2 Po,h S.Fr v . <br />Priority 1 - High <br />Consists of errors that cause unrecoverable loss or corruption of data or loss of essential <br />software functionality that prevents Customer processing, and there is no workaround. <br />Generally, the system would be down. <br />Priority 2 - Medium <br />Consists of errors that cause loss of essential software functionality that prevents Customer <br />processing, but has a workaround, or loss of non -essential software functionality that does not <br />have a workaround. Generally, the system is not down, but the problem is causing staff <br />inconvenience. <br />Priority 3 - Low <br />Consists of errors that may be causing loss of non -essential software functionality, but have a <br />workaround. While the system is not down generally, the Customer's operational questions <br />need to be resolved. <br />Response Times <br />VSI will respond to Priority 1-3 support calls in accordance with The Table of Service below, and <br />all time references are clock hours or calendar days, unless otherwise specified. The Customer <br />will use the VSI telephone number or support email address during standard VSI business hours, <br />as described in Section 2, or the VSI pager number during standard pager support hours, as <br />described in Section 4. The Customer can also call the pager number to request support during <br />pre -arranged non-standard pager support hours, as described in Section 4. The Customer and <br />VSI support person may also use cell phones for more efficient responses. <br />All issues or questions reported to support are tracked via a logged support call that contains at <br />a minimum the Customer name, contact person, software product and version, module and/or <br />menu selection, nature of issue, detailed description of the question or issue, and any other <br />pertinent information. The support person will provide the Customer with a call number to track <br />each call issue. Each call will be stored in a queue and the first available support representative <br />will be assigned to the next call issue. <br />While reviewing the call issue, the assigned support person will contact the Customer, if <br />additional information is needed. The VSI support person will either resolve the issue with the <br />Customer or advise the Customer regarding the status and the course of action being taken to <br />resolve it. All correspondence and actions associated with a call are tracked in the support <br />database. If the issue needs to be escalated to a development resource, the Customer will be <br />informed. While issues escalated to development will be scheduled for resolution, they may not <br />be resolved immediately depending on the nature and complexity of the issue. The Customer <br />sales@vermontsystems.com Tel:877-883-8757 Page.4 <br />