Common use of Incident Management Clause in Contracts

Incident Management. For the purposes of this section, the term “Incident” shall mean a material defect in the Hosted Services, experienced by Customer, that prevents the Hosted Services from conforming in any material respect to the Documentation. Customer raises an Incident through the Service Desk. Customer provides all supporting information and documentation required to investigate the Incident. If supporting documentation is missing – any defined response and resolution timelines are suspended. All Critical Incidents must be reported to Service Provider’s Service Desk via telephone following Incident creation on the Service Desk portal. Service Provider will determine, at its sole discretion, the applicable severity level of any reported Incident in accordance with the descriptions set forth in the table below. Service Provider formally acknowledges the Incident and then responds to the Incident in accordance with the target acknowledgement and response times set forth in the table below. Service Provider informs Customer about the status of the Incident and any actions taken to date. Where possible, Service Provider provides an estimated timeframe for issue resolution. Service Provider keeps Customer informed on the status of the Incident. Customer is responsible for providing any additional supporting information required for the investigation. If required supporting documentation is not provided, timelines are suspended and resolution could be delayed. Service Provider targets to resolve Incidents in accordance with the target resolution times set forth in the table below: Critical (P1) Incident – Inability to use the application for absolutely necessary business transactions. 100% users are impacted or An immediate solution is required as 50% users are impacted or an entire group of users (with same role / same unit) is impacted Acknowledgement Incidents will be acknowledged by the Service Desk tool within 15 minutes. Response Service Provider will coordinate a Critical Incident team and provide a response to Customer within 30 minutes. Acknowledgement Incidents will be acknowledged by the Service Desk tool within 15 minutes. Response Service Provider will coordinate a Critical Incident team and provide a response to Customer within 30 minutes. Acknowledgement Incidents will be acknowledged by the Service Desk tool within 15 minutes. Response Service Provider will coordinate a Critical Incident team and provide a response to Customer within 30 minutes. Resolution A work around or fix will be provided within 4 business hours. Resolution A work around or fix will be provided within 4 business hours. Resolution A work around or fix will be provided within 4 business hours. High (P2) Incident – Limitations or restrictions to important functionality causing a specific part of the system to fail. Impact on a functional group. Solution required within 2 business days. Acknowledgement Incidents will be acknowledged by the Service Desk tool within 15 minutes. Acknowledgement Incidents will be acknowledged by the Service Desk tool within 15 minutes. Acknowledgement Incidents will be acknowledged by the Service Desk tool within 15 minutes. Response Service Provider will coordinate an Incident team and provide a response to Customer within 2 business hours. Response Service Provider will coordinate an Incident team and provide a response to Customer within 2 business hours. Response Service Provider will coordinate an Incident team and provide a response to Customer within 1 business hour. Resolution A work around or fix will be provided within 2 business days. Resolution A work around or fix will be provided within 2 business days. Resolution A work around or fix will be provided within 1 business day. Medium (P3) Incident – Inconvenience to perform business transactions; work around allows business processing to continue. Impacts few users. Solution required within several business days. Acknowledgement Incidents will be acknowledged by the Service Desk tool within 15 minutes. Acknowledgement Incidents will be acknowledged by the Service Desk tool within 15 minutes. Acknowledgement Incidents will be acknowledged by the Service Desk tool within 15 minutes. Response Service Provider will provide a response to Customer within 8 business hours. Response Service Provider will provide a response to Customer within 8 business hours. Response Service Provider will provide a response to Customer within 8 business hours. Resolution A work around or fix will be provided for accepted Incidents within 5 business days. Resolution A work around or fix will be provided for accepted Incidents within 5 business days. Resolution A work around or fix will be provided for accepted Incidents within 5 business days. Low (P4) Incident – Little or no effect on business functionality and no impact on business processing. Very few users impacted. No time constraint on solution delivery. Acknowledgement Incidents will be acknowledged by the Service Desk tool within 15 minutes. Acknowledgement Incidents will be acknowledged by the Service Desk tool within 15 minutes. Acknowledgement Incidents will be acknowledged by the Service Desk tool within 15 minutes. Response Service Provider will provide a response to Customer within 2 business days. Response Service Provider will provide a response to Customer within 2 business days. Response Service Provider will provide a response to Customer within 2 business days. Target Resolution Resolution to be provided on a case by case basis. Target Resolution Resolution to be provided on a case by case basis. Target Resolution Resolution to be provided on a case by case basis. Targeted Achievement Rate of 90% for the above timeframes Customer is responsible for formally closing an Incident that has been resolved. However, Service Provider reserves the right to close a resolved Incident nine (9) days after resolution if no feedback has been provided by Customer. Customer can escalate an Incident if it is dissatisfied with the way it is being handled. Customer may escalate Incidents using the Incident escalation process provided by Service Provider.

Incident Management. For The following table includes definitions for incident management that will support the purposes services outlined in this Supplement. Item Short Name Definitions Incident Verification The SUPPORT GROUP verifies that there is an incident and Priority Level of this sectionthe incident. Incident Identification The SUPPORT GROUP isolates the source of the incident and attempts to resolve it through the appropriate management tool. Tier 2 CBTS Tier2 technicians will work with the customer to resolve the issue. Tier 3 If the issue cannot be resolved by Tier 2 technicians, the term “Incident” shall mean a material defect in ticket will be assigned to Tier 3 engineering for resolution. Collaborative CBTS engineers will work with customer and SUPPORT GROUP monitoring for advanced troubleshooting and repair. Incident Resolution The SUPPORT GROUP uses its best efforts to resolve the Hosted Servicesincident within the parameters of the SLA. The SUPPORT GROUP determines whether the incident can be fixed remotely or if an onsite dispatch is necessary. If it can be resolved remotely, experienced by Customerthe incident is resolved, that prevents the Hosted Services from conforming in any material respect ticket is closed, and the client is notified. On-Site Incident Resolution If the incident cannot be resolved remotely, or the device has lost total connectivity to the Documentation. Customer raises an Incident through the Service Desk. Customer provides all supporting information and documentation required to investigate the Incident. If supporting documentation is missing – any defined response and resolution timelines are suspended. All Critical Incidents must be reported to Service Provider’s Service Desk via telephone following Incident creation on the Service Desk portal. Service Provider will determine, at its sole discretionmanagement station, the applicable severity level of any reported Incident SUPPORT GROUP dispatches either an internal or third-party field engineer to troubleshoot the problem. The dispatched field engineer contacts the customer to gain access to their location. The SUPPORT GROUP stays in accordance contact with the descriptions set forth in the table below. Service Provider formally acknowledges the Incident and then responds to the Incident in accordance with the target acknowledgement and response times set forth in the table below. Service Provider informs Customer about dispatched field engineer regarding the status of the repair. On-Site Incident Resolution Requirements If onsite work by CBTS at Customer’s site(s) is required, Customer will permit CBTS access to its facilities at all reasonable times. Customer will communicate all security and any actions taken safety procedures in writing to dateCBTS prior to the start of such work. Where possibleIf escort or supervision of CBTS’ personnel is required, Service Provider provides an estimated timeframe for issue resolution. Service Provider keeps Customer informed on the status of the Incidentwill make such arrangements so there is no delay upon CBTS’ arrival at Customer’s site(s). Customer is responsible for providing all Customer site preparation activities necessary for any additional supporting information required onsite installation. Temporary Work Around Occasionally, a workaround is implemented while a permanent fix is pursued. The SUPPORT GROUP will later replace the workaround with a permanent fix at an appropriate time. 3rd Party Support If required, the SUPPORT GROUP notifies the 3rd Party responsible for resolving the investigationincident within 15 minutes of incident verification. Throughout the escalation process, the SUPPORT GROUP updates the customer’s contact on the progress of repair as stated in the SLA. 3rd Party Support Requirements Customer shall be responsible for any third-party vendor’s timely performance so as not to delay CBTS’ work schedule. This refers only to independent third- party arrangements for which CBTS is not an involved party. Incident Closure Once the work is complete, the SUPPORT GROUP notifies the customer about resolution of the incident. The SUPPORT GROUP confirms that the incident was fixed satisfactorily. Customer-Provided Maintenance In the event that CBTS does not provide maintenance or warranty for vendor hardware/software, Customer shall provide vendor hardware/software maintenance to meet appropriate service level for term of contract. 3rd Party Support – CBTS is Warranty Agent CBTS will act as the authorized warranty agent with third party vendors to initiate, monitor and communicate status of cases that fall within the scope of services delivered. CBTS requires that the Customer maintains active support contracts on all hardware and software managed by CBTS. If required supporting documentation the Customer wishes to initiate a support case where an item is not providedcovered under a support contract, timelines are suspended and resolution could be delayed. Service Provider targets to resolve Incidents in accordance with the target resolution times set forth in the table below: Critical (P1) Incident – Inability to use the application for absolutely necessary business transactions. 100% users are impacted or An immediate solution is required as 50% users are impacted or an entire group of users (with same role / same unit) is impacted Acknowledgement Incidents will be acknowledged by the Service Desk tool within 15 minutes. Response Service Provider will coordinate a Critical Incident team and provide a response to Customer within 30 minutes. Acknowledgement Incidents will be acknowledged by the Service Desk tool within 15 minutes. Response Service Provider will coordinate a Critical Incident team and provide a response to Customer within 30 minutes. Acknowledgement Incidents will be acknowledged by the Service Desk tool within 15 minutes. Response Service Provider will coordinate a Critical Incident team and provide a response to Customer within 30 minutes. Resolution A work around or fix will be provided within 4 business hours. Resolution A work around or fix will be provided within 4 business hours. Resolution A work around or fix will be provided within 4 business hours. High (P2) Incident – Limitations or restrictions to important functionality causing a specific part of the system to fail. Impact on a functional group. Solution required within 2 business days. Acknowledgement Incidents will be acknowledged by the Service Desk tool within 15 minutes. Acknowledgement Incidents will be acknowledged by the Service Desk tool within 15 minutes. Acknowledgement Incidents will be acknowledged by the Service Desk tool within 15 minutes. Response Service Provider will coordinate an Incident team and provide a response to Customer within 2 business hours. Response Service Provider will coordinate an Incident team and provide a response to Customer within 2 business hours. Response Service Provider will coordinate an Incident team and provide a response to Customer within 1 business hour. Resolution A work around or fix will be provided within 2 business days. Resolution A work around or fix will be provided within 2 business days. Resolution A work around or fix will be provided within 1 business day. Medium (P3) Incident – Inconvenience to perform business transactions; work around allows business processing to continue. Impacts few users. Solution required within several business days. Acknowledgement Incidents will be acknowledged by the Service Desk tool within 15 minutes. Acknowledgement Incidents will be acknowledged by the Service Desk tool within 15 minutes. Acknowledgement Incidents will be acknowledged by the Service Desk tool within 15 minutes. Response Service Provider will provide a response to Customer within 8 business hours. Response Service Provider will provide a response to Customer within 8 business hours. Response Service Provider will provide a response to Customer within 8 business hours. Resolution A work around or fix will be provided for accepted Incidents within 5 business days. Resolution A work around or fix will be provided for accepted Incidents within 5 business days. Resolution A work around or fix will be provided for accepted Incidents within 5 business days. Low (P4) Incident – Little or no effect on business functionality and no impact on business processing. Very few users impacted. No time constraint on solution delivery. Acknowledgement Incidents will be acknowledged by the Service Desk tool within 15 minutes. Acknowledgement Incidents will be acknowledged by the Service Desk tool within 15 minutes. Acknowledgement Incidents will be acknowledged by the Service Desk tool within 15 minutes. Response Service Provider will provide a response to Customer within 2 business days. Response Service Provider will provide a response to Customer within 2 business days. Response Service Provider will provide a response to Customer within 2 business days. Target Resolution Resolution to be provided on a case by case basis. Target Resolution Resolution to be provided on a case by case basis. Target Resolution Resolution to be provided on a case by case basis. Targeted Achievement Rate of 90% for the above timeframes Customer is responsible for formally closing an Incident that has been resolved. Howeversubject to CBTS and vendor charges, Service Provider reserves as applicable, to manage and resolve the right to close a resolved Incident nine (9) days after resolution if no feedback has been provided by Customer. Customer can escalate an Incident if it is dissatisfied with the way it is being handled. Customer may escalate Incidents using the Incident escalation process provided by Service Providersupport case.

Incident Management. For the purposes of this section, the term “Incident” shall mean a material defect in the Hosted Services, experienced by Customer, that prevents the Hosted Services from conforming in any material respect to the Documentation. Customer raises an Incident through the Service Desk. Customer provides all supporting information and documentation required to investigate the Incident. If supporting documentation is missing – any defined response and resolution timelines are suspended. All Critical Incidents must be reported to Service Provider’s Service Desk via telephone following Incident creation on the Service Desk portal. Service Provider will determine, at its sole discretion, the applicable severity level of any reported Incident in accordance with the descriptions set forth in the table below. Service Provider formally acknowledges the Incident and then responds to the Incident in accordance with the target acknowledgement and response times set forth in the table below. Service Provider informs Customer about the status of the Incident and any actions taken to date. Where possible, Service Provider provides an estimated timeframe for issue resolution. Service Provider keeps Customer informed on the status of the Incident. Customer is responsible for providing any additional supporting information required for the investigation. If required supporting documentation is not provided, timelines are suspended and resolution could be delayed. Service Provider targets to resolve Incidents in accordance with the target resolution times set forth in the table below: Critical (P1) Incident – Inability to use the application for absolutely necessary business transactions. 100% users are impacted or An immediate solution is required as 50% users are impacted or an entire group of users (with same role / same unit) is impacted Acknowledgement Incidents will be acknowledged by the Service Desk tool within 15 minutes. Response Service Provider will coordinate a Critical Incident team and provide a response to Customer within 30 minutes. Acknowledgement Incidents will be acknowledged by the Service Desk tool within 15 minutes. Response Service Provider will coordinate a Critical Incident team and provide a response to Customer within 30 minutes. Acknowledgement Incidents will be acknowledged by the Service Desk tool within 15 minutes. Response Service Provider will coordinate a Critical Incident team and provide a response to Customer within 30 minutes. Resolution A work around or fix will be provided within 4 business hours. Resolution A work around or fix will be provided within 4 business hours. Resolution A work around or fix will be provided within 4 business hours. High (P2) Incident – Limitations or restrictions to important functionality causing a specific part of the system to fail. Impact on a functional group. Solution required within 2 business days. Acknowledgement Incidents will be acknowledged by the Service Desk tool within 15 minutes. Acknowledgement Incidents will be acknowledged by the Service Desk tool within 15 minutes. Acknowledgement Incidents will be acknowledged by the Service Desk tool within 15 minutes. Response Service Provider will coordinate an Incident team and provide a response to Customer within 2 business hours. Response Service Provider will coordinate an Incident team and provide a response to Customer within 2 business hours. Response Service Provider will coordinate an Incident team and provide a response to Customer within 1 business hour. Resolution A work around or fix will be provided within 2 business days. Resolution A work around or fix will be provided within 2 business days. Resolution A work around or fix will be provided within 1 business day. Medium (P3) Incident – Inconvenience to perform business transactions; work around allows business processing to continue. Impacts few users. Solution required within several business days. Acknowledgement Incidents will be acknowledged by the Service Desk tool within 15 minutes. Acknowledgement Incidents will be acknowledged by the Service Desk tool within 15 minutes. Acknowledgement Incidents will be acknowledged by the Service Desk tool within 15 minutes. Response Service Provider will provide a response to Customer within 8 business hours. Response Service Provider will provide a response to Customer within 8 business hours. Response Service Provider will provide a response to Customer within 8 business hours. Resolution A work around or fix will be provided for accepted Incidents within 5 business days. Resolution A work around or fix will be provided for accepted Incidents within 5 business days. Resolution A work around or fix will be provided for accepted Incidents within 5 business days. Low (P4) Incident – Little or no effect on business functionality and no impact on business processing. Very few users impacted. No time constraint on solution delivery. Acknowledgement Incidents will be acknowledged by the Service Desk tool within 15 minutes. Acknowledgement Incidents will be acknowledged by the Service Desk tool within 15 minutes. Acknowledgement Incidents will be acknowledged by the Service Desk tool within 15 minutes. Response Service Provider will provide a response to Customer within 2 business days. Response Service Provider will provide a response to Customer within 2 business days. Response Service Provider will provide a response to Customer within 2 business days. Target Resolution Resolution to be provided on a case by case basis. Target Resolution Resolution to be provided on a case by case basis. Target Resolution Resolution to be provided on a case by case basis. Targeted Achievement Rate of 90% for the above timeframes Customer is responsible for formally closing an Incident that has been resolved. However, Service Provider reserves the right to close a resolved Incident nine (9) days after resolution if no feedback has been provided by Customer. Customer can escalate an Incident if it is dissatisfied with the way it is being handled. Customer may escalate Incidents using the Incident escalation process levels and contacts provided by Service Provider.

Incident Management. For the purposes of this section, the term “Incident” shall mean a material defect in the Hosted Services, experienced by Customer, that prevents the Hosted Services from conforming in any material respect to the Documentation. Customer raises an Incident through the Service Desk. Customer provides all supporting information and documentation required to investigate the Incident. If supporting documentation is missing – any defined response and resolution timelines are suspended. All Critical Incidents must be reported to Service Provider’s Service Desk via telephone following Incident creation on the Service Desk portal. Service Provider will determine, at its sole discretion, the applicable severity level of any reported Incident in accordance with the descriptions set forth in the table below. Service Provider formally acknowledges the Incident and then responds to the Incident in accordance with the target acknowledgement and response times set forth in the table below. Service Provider informs Customer about the status of the Incident and any actions taken to date. Where possible, Service Provider provides an estimated timeframe for issue resolution. Service Provider keeps Customer informed on the status of the Incident. Customer is responsible for providing any additional supporting information required for the investigation. If required supporting documentation is not provided, timelines are suspended and resolution could be delayed. Service Provider targets to resolve Incidents in accordance with the target resolution times set forth in the table below: Critical (P1) Incident – Inability to use the application for absolutely necessary business transactions. 100% users are impacted or An immediate solution is required as 50% of users are impacted or an entire group of users (with same role / same unit) is impacted Acknowledgement Incidents will be acknowledged by the Service Desk tool within 15 minutes. Response Service Provider will coordinate a Critical Incident team and provide a response to Customer within 30 minutes. Acknowledgement Incidents Resolution A work around or fix will be acknowledged by the Service Desk tool provided within 15 minutes. Response Service Provider will coordinate a Critical Incident team and provide a response to Customer within 30 minutes4 business hours. Acknowledgement Incidents will be acknowledged by the Service Desk tool within 15 minutes. Response Service Provider will coordinate a Critical Incident team and provide a response to Customer within 30 minutes. Resolution A work around or fix will be provided within 4 business hours. Acknowledgement Incidents will be acknowledged by the Service Desk tool within 15 minutes. Response Service Provider will coordinate a Critical Incident team and provide a response to Customer within 30 minutes. Resolution A work around or fix will be provided within 4 business hours. Resolution A work around or fix will be provided within 4 business hours. High (P2) Incident – Limitations or restrictions to important functionality causing a specific part of the system to fail. Impact on a functional group. Solution required within 2 business days. Acknowledgement Incidents will be acknowledged by the Service Desk tool within 15 minutes. Acknowledgement Incidents Response Service Provider will coordinate an Incident team and provide a response to Customer within 2 business hours. Resolution A work around or fix will be acknowledged by the Service Desk tool provided within 15 minutes2 business days. Acknowledgement Incidents will be acknowledged by the Service Desk tool within 15 minutes. Response Service Provider will coordinate an Incident team and provide a response to Customer within 2 business hours. Response Service Provider Resolution A work around or fix will coordinate an Incident team and provide a response to Customer be provided within 2 business hoursdays. Acknowledgement Incidents will be acknowledged by the Service Desk tool within 15 minutes. Response Service Provider will coordinate an Incident team and provide a response to Customer within 1 business hour. Resolution A work around or fix will be provided within 2 business days. Resolution A work around or fix will be provided within 2 business days. Resolution A work around or fix will be provided within 1 business day. Medium (P3) Incident – Inconvenience to perform business transactions; work around allows business processing to continue. Impacts few users. Solution required within several business days. Acknowledgement Incidents will be acknowledged by the Service Desk tool within 15 minutes. Acknowledgement Incidents Response Service Provider will provide a response to Customer within 8 business hours. Resolution A work around or fix will be acknowledged by the Service Desk tool provided for accepted Incidents within 15 minutes5 business days. Acknowledgement Incidents will be acknowledged by the Service Desk tool within 15 minutes. Response Service Provider will provide a response to Customer within 8 business hours. Response Service Provider will provide a response to Customer within 8 business hours. Response Service Provider will provide a response to Customer within 8 business hours. Resolution A work around or fix will be provided for accepted Incidents within 5 business days. Resolution A work around or fix Acknowledgement Incidents will be provided for accepted Incidents acknowledged by the Service Desk tool within 5 15 minutes. Response Service Provider will provide a response to Customer within 8 business dayshours. Resolution A work around or fix will be provided for accepted Incidents within 5 business days. Low (P4) Incident – Little or no effect on business functionality and no impact on business processing. Very few users impacted. No time constraint on solution delivery. Acknowledgement Incidents will be acknowledged by the Service Desk tool within 15 minutes. Acknowledgement Incidents Response Service Provider will provide a response to Customer within 2 business days. Target Resolution Resolution to be acknowledged provided on a case by the Service Desk tool within 15 minutescase basis. Acknowledgement Incidents will be acknowledged by the Service Desk tool within 15 minutes. Response Service Provider will provide a response to Customer within 2 business days. Response Target Resolution Resolution to be provided on a case by case basis. Acknowledgement Incidents will be acknowledged by the Service Provider will provide a response to Customer Desk tool within 2 business days15 minutes. Response Service Provider will provide a response to Customer within 2 business days. Target Resolution Resolution to be provided on a case by case basis. Target Resolution Resolution to be provided on a case by case basis. Target Resolution Resolution to be provided on a case by case basis. Targeted Achievement Rate of 90% for the above timeframes Customer is responsible for formally closing an Incident that has been resolved. However, Service Provider reserves the right to close a resolved Incident nine (9) days after resolution if no feedback has been provided by Customer. Customer can escalate an Incident if it is dissatisfied with the way it is being handled. Customer may escalate Incidents using the Incident escalation process provided by Service Provider.

Incident Management. For the purposes of this section, the term “Incident” shall mean a material defect in the Hosted Services, experienced by Customer, that prevents the Hosted Services from conforming in any material respect to the Documentation. Customer raises an Incident through the Service Desk. Customer provides all supporting information and documentation required to investigate the Incident. If supporting documentation is missing – any defined response and resolution timelines are suspended. All Critical Incidents must be reported to Service Provider’s Service Desk via telephone following Incident creation on the Service Desk portal. Service Provider will determine, at its sole discretion, the applicable severity level of any reported Incident in accordance with the descriptions set forth in the table below. Service Provider formally acknowledges the Incident and then responds to the Incident in accordance with the target acknowledgement and response times set forth in the table below. Service Provider informs Customer about the status of the Incident and any actions taken to date. Where possible, Service Provider provides an estimated timeframe for issue resolution. Service Provider keeps Customer informed on the status of the Incident. Customer is responsible for providing any additional supporting information required for the investigation. If required supporting documentation is not provided, timelines are suspended and resolution could be delayed. Service Provider targets to resolve Incidents in accordance with the target resolution times set forth in the table below: Critical (P1) Incident – Inability to use the application for absolutely necessary business transactions. 100% users are impacted or An immediate solution is required as 50% of users are impacted or an entire group of users (with same role / same unit) is impacted Acknowledgement Incidents will be acknowledged by the Service Desk tool within 15 minutes. Response Service Provider will coordinate a Critical Incident team and provide a response to Customer within 30 minutes. Acknowledgement Incidents will be acknowledged by the Service Desk tool within 15 minutes. Response Service Provider will coordinate a Critical Incident team and provide a response to Customer within 30 minutes. Acknowledgement Incidents will be acknowledged by the Service Desk tool within 15 minutes. Response Service Provider will coordinate a Critical Incident team and provide a response to Customer within 30 minutes. Resolution A work around or fix will be provided within 4 business hours. Resolution A work around or fix will be provided within 4 business hours. Resolution A work around or fix will be provided within 4 business hours. High (P2) Incident – Limitations or restrictions to important functionality causing a specific part of the system to fail. Impact on a functional group. Solution required within 2 business days. Acknowledgement Incidents will be acknowledged by the Service Desk tool within 15 minutes. Acknowledgement Incidents will be acknowledged by the Service Desk tool within 15 minutes. Acknowledgement Incidents will be acknowledged by the Service Desk tool within 15 minutes. Response Service Provider will coordinate an Incident team and provide a response to Customer within 2 business hours. Response Service Provider will coordinate an Incident team and provide a response to Customer within 2 business hours. Response Service Provider will coordinate an Incident team and provide a response to Customer within 1 business hour. Resolution A work around or fix will be provided within 2 business days. Resolution A work around or fix will be provided within 2 business days. Resolution A work around or fix will be provided within 1 business day. Medium (P3) Incident – Inconvenience to perform business transactions; work around allows business processing to continue. Impacts few users. Solution required within several business days. Acknowledgement Incidents will be acknowledged by the Service Desk tool within 15 minutes. Acknowledgement Incidents will be acknowledged by the Service Desk tool within 15 minutes. Acknowledgement Incidents will be acknowledged by the Service Desk tool within 15 minutes. Response Service Provider will provide a response to Customer within 8 business hours. Response Service Provider will provide a response to Customer within 8 business hours. Response Service Provider will provide a response to Customer within 8 business hours. Resolution A work around or fix will be provided for accepted Incidents within 5 business days. Resolution A work around or fix will be provided for accepted Incidents within 5 business days. Resolution A work around or fix will be provided for accepted Incidents within 5 business days. Low (P4) Incident – Little or no effect on business functionality and no impact on business processing. Very few users impacted. No time constraint on solution delivery. Acknowledgement Incidents will be acknowledged by the Service Desk tool within 15 minutes. Acknowledgement Incidents will be acknowledged by the Service Desk tool within 15 minutes. Acknowledgement Incidents will be acknowledged by the Service Desk tool within 15 minutes. Response Service Provider will provide a response to Customer within 2 business days. Response Service Provider will provide a response to Customer within 2 business days. Response Service Provider will provide a response to Customer within 2 business days. Target Resolution Resolution to be provided on a case by case basis. Target Resolution Resolution to be provided on a case by case basis. Target Resolution Resolution to be provided on a case by case basis. Targeted Achievement Rate of 90% for the above timeframes Customer is responsible for formally closing an Incident that has been resolved. However, Service Provider reserves the right to close a resolved Incident nine (9) days after resolution if no feedback has been provided by Customer. Customer can escalate an Incident if it is dissatisfied with the way it is being handled. Customer may escalate Incidents using the Incident escalation process provided by Service Provider.

Incident Management. For the purposes of this section, the term “Incident” shall mean a material defect in the Hosted Services, experienced by the Customer, that prevents the Hosted Services from conforming in any material respect to the Documentation. Customer raises an Incident through the Service Desk. Customer provides all supporting information and documentation required to investigate the Incident. If supporting documentation is missing – any defined response and resolution timelines are suspended. All Critical Incidents must be reported to Service Provider’s Service Desk via telephone following Incident creation on the Service Desk portal. Service Provider will determine, at its sole discretion, the applicable severity level of any reported Incident in accordance with the descriptions set forth in the table below. Service Provider formally acknowledges the Incident and then responds to the Incident in accordance with the target acknowledgement and response times set forth in the table below. Service Provider informs Customer about the status of the Incident and any actions taken to date. Where possible, Service Provider provides an estimated timeframe for issue resolution. Service Provider keeps Customer informed on the status of the Incident. Customer is responsible for providing any additional supporting information required for the investigation. If required supporting documentation is not provided, timelines are suspended and resolution could be delayed. Service Provider targets to resolve Incidents in accordance with the target resolution times set forth in the table below: Critical Incident (P1) Incident – Inability to use the application for absolutely necessary business transactions. 100% users are impacted or An immediate solution is required as 50% users are impacted or an entire group of users (with same role / same unit) is impacted Acknowledgement Incidents will be acknowledged by the Service Desk tool within 15 minutes. 100% of users are impacted or An immediate solution is required as 50% of users are impacted or an entire group of users (with same role/ same unit) is impacted. Response Service Provider will coordinate a Critical Incident team and provide a response to Customer within 30 minutes. Acknowledgement Incidents will be acknowledged by the Service Desk tool within 15 minutes. Response Service Provider will coordinate a Critical Incident team and provide a response to Customer within 30 minutes. Acknowledgement Incidents will be acknowledged by the Service Desk tool within 15 minutes. Response Service Provider will coordinate a Critical Incident team and provide a response to Customer within 30 minutes. Resolution A work around or fix will be provided within 4 business hours. Resolution A work around or fix will be provided within 4 business hours. Resolution A work around or fix will be provided within 4 business hours. High Incident (P2) Incident – Limitations or restrictions to important functionality causing a specific part of the system to fail. Impact on a functional group. Solution required within 2 business days. Acknowledgement Incidents will be acknowledged by the Service Desk tool within 15 minutes. Acknowledgement Incidents will be acknowledged by the Service Desk tool within 15 minutes1 Business Day. Acknowledgement Incidents will be acknowledged by the Service Desk tool within 15 minutes. Response Service Provider will coordinate an Incident team and provide a response to the Customer within 2 business hours. Response Service Provider will coordinate an Incident team and provide a response to Customer within 2 business hours. Response Service Provider will coordinate an Incident team and provide a response to Customer within 1 business hour. Resolution A work around or fix will be provided within 2 business days. Resolution A work around or fix will be provided within 2 business days. Resolution A work around or fix will be provided within 1 business day. Medium (P3) Incident – Inconvenience to perform business transactions; work around allows business processing to continue. Impacts few users. Solution required within several business days. Acknowledgement Incidents will be acknowledged by the Service Desk tool within 15 minutes. Acknowledgement Incidents will be acknowledged by the Service Desk tool within 15 minutes. Acknowledgement Incidents will be acknowledged by the Service Desk tool within 15 minutes. Response Service Provider will provide a response to Customer within 8 business hours. Response Service Provider will provide a response to Customer within 8 business hours. Response Service Provider will provide a response to Customer within 8 business hours. Resolution A work around or fix will be provided for accepted Incidents within 5 business days. Resolution A work around or fix will be provided for accepted Incidents within 5 business days. Resolution A work around or fix will be provided for accepted Incidents within 5 business days. Low (P4) Incident – Little or no effect on business functionality and no impact on business processing. Very few users impacted. No time constraint on solution delivery. Acknowledgement Incidents will be acknowledged by the Service Desk tool within 15 minutes. Acknowledgement Incidents will be acknowledged by the Service Desk tool within 15 minutes. Acknowledgement Incidents will be acknowledged by the Service Desk tool within 15 minutes. Response Service Provider will provide a response to Customer within 2 business days. Response Service Provider will provide a response to Customer within 2 business days. Response Service Provider will provide a response to Customer within 2 business days. Target Resolution Resolution to be provided on a case by case basis. Target Resolution Resolution to be provided on a case by case basis. Target Resolution Resolution to be provided on a case by case basis. Targeted Achievement Rate of 90% for the above timeframes Customer is responsible for formally closing an Incident that has been resolved. However, Service Provider reserves the right to close a resolved Incident nine (9) days after resolution if no feedback has been provided by Customer. Customer can escalate an Incident if it is dissatisfied with the way it is being handled. Customer may escalate Incidents using the Incident escalation process provided by Service ProviderBusiness Days.