Common use of Response Protocol Clause in Contracts

Response Protocol. EWS will use commercially reasonable efforts to respond to Software support requests from Premium Users based on the severity level of the issue (as determined in good faith by EWS). EWS does not guarantee resolution times, and a resolution may consist of a fix, workaround, service availability, or other solution to restore functionality. Customer acknowledges and agrees that the response protocol described herein does not apply to general usage questions, documentation errors, issues related to a non-production environment, or feature requests reported by Customer: Severity Level Definition Response 1 – Critical The Software is inaccessible or so severely impacted that Customer cannot reasonably use the Software. A Severity Level 1 issue could have the following characteristics: • More than 50% of Customer users cannot access the Software • Customer users cannot create or save I-9 records • Customer users cannot submit to E-Verify solely as a result of an error in the Software (i.e., issue is not caused by the E-Verify system itself) EWS will acknowledge the issue within two (2) business hours of receiving notification from Customer and handle as the highest priority until the issue is resolved. 2 – Significant Major functionality or performance of the Software is impacted and no reasonable workaround exists. A Severity Level 2 issue could have the following characteristics: • Severely degraded performance • Frequent interruptions in service • Functionality is unavailable but the Software is able to operate in a restricted fashion EWS will acknowledge the issue within four (4) business hours of receiving notification from Customer and commit full-time resources to resolve. If EWS delivers an acceptable workaround instead of a solution, the severity classification will drop to a 3 – Minimal. 3 – Minimal A Software feature is unavailable but a workaround exists and the majority of functions are still useable. A Severity Level 3 issue could have the following characteristics: • A particular feature (such as a dashboard) is not working properly, but Customer user can obtain the same information through a report • Minimal Software performance degradation • Questions on Software functionality or configuration during implementation EWS will acknowledge the issue within two (2) business days of receiving notification from Customer and use reasonable efforts to resolve.

Response Protocol. EWS will use commercially reasonable efforts to respond to Software support requests from Premium Users based on the severity level of the issue (as determined in good faith by EWS). EWS does not guarantee resolution times, and a resolution may consist of a fix, workaround, service availability, or other solution to restore functionality. Customer acknowledges and agrees that the response protocol described herein does not apply to general usage questions, documentation errors, issues related to a non-production environment, or feature requests reported by Customer: Severity Level Definition Response 1 – Critical The Software is inaccessible or so severely impacted that Customer cannot reasonably use the Software. A Severity Level 1 issue could have the following characteristics: • More than 50% of Customer users cannot access the Software • Customer users cannot create or save I-9 records • Customer users cannot submit to E-Verify solely as a result of an error in the Software (i.e., issue is not caused by the E-Verify system itself) EWS will acknowledge the issue within two (2) business hours of receiving notification from Customer and handle as the highest priority until the issue is resolved. . 2 – Significant Major functionality or performance of the Software is impacted and no reasonable workaround exists. A Severity Level 2 issue could have the following characteristics: • Severely degraded performance • Frequent interruptions in service • Functionality is unavailable but the Software is able to operate in a restricted fashion EWS will acknowledge the issue within four (4) business hours of receiving notification from Customer and commit full-time resources to resolve. If EWS delivers an acceptable workaround instead of a solution, the severity classification will drop to a 3 – Minimal. 3 – Minimal A Software feature is unavailable but a workaround exists and the majority of functions are still useable. A Severity Level 3 issue could have the following characteristics: • A particular feature (such as a dashboard) is not working properly, but Customer user can obtain the same information through a report • Minimal Software performance degradation • Questions on Software functionality or configuration during implementation EWS will acknowledge the issue within two (2) business days of receiving notification from Customer and use reasonable efforts to resolve.