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'Vermont <br />'Systems <br />Reuao & P .L, S.FW— <br />may contact the support department at its convenience for a status update on development <br />issues. <br />Escalation Process <br />In the event that VSI is unable to provide either a permanent or a mutually acceptable <br />temporary resolution within the applicable timeframes set forth in the Table of Service below, <br />VSI will initiate escalation procedures at VSI's sole expense, except if due to hardware <br />malfunctions, utility failures, air conditioning malfunctions, non VS1 software problems, <br />communications malfunctions, environmental problems, user errors or any other cause outside <br />VSI's reasonable control, in which case VSI may charge the Customer at the hourly rates listed in <br />VSI services pricing. However, VSI will continue to assist the Customer to resolve the problem, <br />even when VSI and Customer may not agree on the cause of the problem. <br />Table of Service Requirements. <br />The table below lists the service level required by the three Priority levels described above: <br />Service Level Required <br />Priority I_ <br />Priority 2 <br />Priority 3 <br />i <br />(time measured from initial call to VSI) <br />Initial Response Due <br />1:hour '.. <br />..: <br />4 hours <br />5. days <br />1 ......... ...... ... .. ............... ... ........ - <br />Correction identified and a mutually <br />24 hours <br />7 days <br />As <br />agreeable correction plan will be <br />mutually <br />developed within <br />agreed <br />Escalation Stage 1 (Support Managers) <br />._..... . ................... .... ............ ... ... .............. .............. ....... ... .... ........... .......... .............. ...... <br />12 hours <br />.......... .__.. .........,.. ........_..... <br />7 days <br />............... .. _.- .i <br />N/A <br />. __..... ___. _. <br />Stage 2 Status Report Intervals <br />Every 4 hours <br />daily <br />N/A <br />during <br />I <br />standard <br />business <br />hours <br />Escalation Stage 2 (Vice.President of <br />24 hours <br />7 days <br />N/A <br />Support) <br />_..._........ ....... .._...... ........ ......... ........ <br />...... ....... ....... ....... .._ <br />sales(@vermontsystems.com Tel: $77-$$3-8757 page 5' <br />