Common use of Severity Levels and Response Times Clause in Contracts

Severity Levels and Response Times. Sev Level Condition Initial Follow-up* Update Frequency 1 Critical: A critical SAS NC HealthConnex production system is down or does not function at all, and there is no circumvention or workaround for the problem; a significant number of users are affected, and a production business system is inoperable. 30 minutes Every day 2 High Severity: A component of SAS NC HealthConnex is not performing, creating a significant operational impact. There is no circumvention/workaround for the problem. 1 hour Every 2 business days** Note: All Severity 1 and 2 issues occurring outside 8 am to 8 pm ET must be submitted via phone to guarantee response times listed. 3 Medium Severity: A component of SAS NC HealthConnex is not performing as documented; there are unexpected results; a workaround is available; there is moderate operational impact. 2 hours*** Every 3 business days 4 Low Severity: No operational impact to NC HealthConnex 1 day*** As agreed upon * For problems that are assigned to a Technical Support consultant, initial follow-up is defined as the time between when the problem is initially reported and the specialist contacts the customer. For problems that require further research by the consultant who initially received the problem, initial follow-up is defined as the time between the initial contact with the consultant and a follow-up call. ** Follow-up as agreed upon by Customer Management and SAS Technical Support Management *** Does not include weekend or other non-business days Please send all email requests or issue communication to ▇▇▇▇▇▇▇▇▇▇@▇▇▇.▇▇▇. ■ Your email will go directly to the SAS NC HealthConnex Technical Support Team, a new issue Track will be created, and a 10-digit Track number will be assigned/emailed to you. This 10-digit Track number is important and should be used in all on-going issue communication. ■ You can update an existing Track by sending the existing 10-digitTrack number in the subject line to ▇▇▇▇▇▇▇▇▇▇@▇▇▇.▇▇▇ or by replying to the new Track confirmation email you receive. All members of the SAS NC HealthConnex support team are immediately notified when a Track is raised in this manner, as is the Analyst who is currently assisting you. ■ Verify that any email SPAM software will not block our e-mail responses (from either ▇▇▇▇▇▇▇▇▇▇@▇▇▇.▇▇▇ or ▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇@▇▇▇.▇▇▇) ■ Please be detailed in your problem description by including the following information: • Steps to reproduce and demonstrate the issue • Results the user received (for example, if there was an error message what did it state, expected results were incorrect and how, etc.)? • Screen shots showing the error message as well as input prior to the error occurring • Time, date and user experiencing the issue • Client workstation details if appropriate (browser version, operating system, etc.) • Is it an isolated incident or on going? ■ Please refrain from contacting the support team via direct email addresses. Our goal is to respond to you as quickly as possible and document all communication around a specific issue. If you email an Analyst directly, and that person is away or on vacation, you may experience delays in response times. Emailing the support address guarantees the email will be handled quickly and the details of your communication will be captured in the issue tracking system via the 10-digit Track number.

Severity Levels and Response Times. Sev Level Condition Initial Follow-up* Update Frequency 1 Critical: A critical SAS NC HealthConnex production system is down or does not function at all, and there is no circumvention or workaround for the problem; a significant number of users are affected, and a production business system is inoperable. 30 minutes Every day 2 High Severity: A component of SAS NC HealthConnex is not performing, creating a significant operational impact. There is no circumvention/workaround for the problem. 1 hour Every 2 business days** Note: All Severity 1 and 2 issues occurring outside 8 am to 8 pm ET must be submitted via phone to guarantee response times listed. 3 Medium Severity: A component of SAS NC HealthConnex is not performing as documented; there are unexpected results; a workaround is available; there is moderate operational impact. 2 hours*** Every 3 business days 4 Low Severity: No operational impact to NC HealthConnex 1 day*** As agreed upon * For problems that are assigned to a Technical Support consultant, initial follow-up is defined as the time between when the problem is initially reported and the specialist contacts the customer. For problems that require further research by the consultant who initially received the problem, initial follow-up is defined as the time between the initial contact with the consultant and a follow-up call. ** Follow-up as agreed upon by Customer Management and SAS Technical Support Management *** Does not include weekend or other non-business days Please send all email requests or issue communication to ▇▇▇▇▇▇▇▇▇▇@▇▇▇.▇▇▇. ■ • Your email will go directly to the SAS NC HealthConnex Technical Support Team, a new issue Track will be created, and a 10-digit Track number will be assigned/emailed to you. This 10-digit Track number is important and should be used in all on-going issue communication. ■ • You can update an existing Track by sending the existing 10-digitTrack number in the subject line to ▇▇▇▇▇▇▇▇▇▇@▇▇▇.▇▇▇ or by replying to the new Track confirmation email you receive. All members of the SAS NC HealthConnex support team are immediately notified when a Track is raised in this manner, as is the Analyst who is currently assisting you. ■ • Verify that any email SPAM software will not block our e-mail responses (from either ▇▇▇▇▇▇▇▇▇▇@▇▇▇.▇▇▇ or ▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇@▇▇▇.▇▇▇) ■ • Please be detailed in your problem description by including the following information: • o Steps to reproduce and demonstrate the issue • o Results the user received (for example, if there was an error message what did it state, expected results were incorrect and how, etc.)? • o Screen shots showing the error message as well as input prior to the error occurring • o Time, date and user experiencing the issue • o Client workstation details if appropriate (browser version, operating system, etc.) • o Is it an isolated incident or on going? ■ • Please refrain from contacting the support team via direct email addresses. Our goal is to respond to you as quickly as possible and document all communication around a specific issue. If you email an Analyst directly, and that person is away or on vacation, you may experience delays in response times. Emailing the support address guarantees the email will be handled quickly and the details of your communication will be captured in the issue tracking system via the 10-digit Track number.

Severity Levels and Response Times. Sev Level Condition Initial Follow-up* Update Frequency 1 Critical: A critical SAS NC HealthConnex production system is down or does not function at all, and there is no circumvention or workaround for the problem; a significant number of users are affected, and a production business system is inoperable. 30 minutes Every day 2 High Severity: A component of SAS NC HealthConnex is not performing, creating a significant operational impact. There is no circumvention/workaround for the problem. 1 hour Every 2 business days** Note: All Severity 1 and 2 issues occurring outside 8 am to 8 pm ET must be submitted via phone to guarantee response times listed. 3 Medium Severity: A component of SAS NC HealthConnex is not performing as documented; there are unexpected results; a workaround is available; there is moderate operational impact. 2 hours*** Every 3 business days 4 Low Severity: No operational impact to NC HealthConnex 1 day*** As agreed upon * For problems that are assigned to a Technical Support consultant, initial follow-up is defined as the time between when the problem is initially reported and the specialist contacts the customer. For problems that require further research by the consultant who initially received the problem, initial follow-up is defined as the time between the initial contact with the consultant and a follow-up call. ** Follow-up as agreed upon by Customer Management and SAS Technical Support Management *** Does not include weekend or other non-business days Please send all email requests or issue communication to ▇▇▇▇▇▇▇▇▇▇@▇▇▇.▇▇▇. ■ Your email will go directly to the SAS NC HealthConnex Technical Support Team, a new issue Track will be created, and a 10-digit Track number will be assigned/emailed to you. This 10-digit Track number is important and should be used in all on-going issue communication. ■ You can update an existing Track by sending the existing 10-digitTrack number in the subject line to ▇▇▇▇▇▇▇▇▇▇@▇▇▇.▇▇▇ or by replying to the new Track confirmation email you receive. All members of the SAS NC HealthConnex support team are immediately notified when a Track is raised in this manner, as is the Analyst who is currently assisting you. ■ Verify that any email SPAM software will not block our e-mail responses (from either ▇▇▇▇▇▇▇▇▇▇@▇▇▇.▇▇▇ or ▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇@▇▇▇.▇▇▇) ■ Please be detailed in your problem description by including the following information: • Steps to reproduce and demonstrate the issue • Results the user received (for example, if there was an error message what did it state, expected results were incorrect and how, etc.)? • Screen shots showing the error message as well as input prior to the error occurring • Time, date and user experiencing the issue • Client workstation details if appropriate (browser version, operating system, etc.) • Is it an isolated incident or on going? ■ Please refrain from contacting the support team via direct email addresses. Our goal is to respond to you as quickly as possible and document all communication around a specific issue. If you email an Analyst directly, and that person is away or on vacation, you may experience delays in response times. Emailing the support address guarantees the email will be handled quickly and the details of your communication will be captured in the issue tracking system via the 10-digit Track number.response