SOFTWARE ERROR SEVERITY CLASSIFICATIONS AND SERVICE REQUEST RESOLUTION PROCESS

Software Error Severity Classifications. All Software Errors shall be classified by EZMCOM as follows:

ERROR SEVERITY
DEFINITION
EXAMPLES
1 (“S1”)
Critical: Severe problem preventing Customer or workgroup from performing critical business functions
  • Production System data corruption
  • Production System crash or hang
  • Production System significantly impacted, such as severe performance degradation
  • Production System and/or data is at high risk of potential loss or interruption
  • Production System workaround is required immediately
  • Time critical Production cutover impacted
2 (“S2”)
High: Customer or workgroup able to perform job function, but performance of job function degraded or severely limited
  • Production System adversely impacted
  • Non-Production System data corruption (data loss, data unavailable)
  • Non-Production System crash or hang
  • Non-Production System and/or data is at high risk of potential loss or interruption
  • Non-Production System workaround is required immediately
  • Development system(s) is inoperative
3 (“S3”)
Medium: Customer or workgroup performance of job function is largely unaffected
  • Production or development system has encountered a non-critical problem or defect and/or questions have arisen on product use.
4 (“S4”)
Request: Minimal system impact; includes feature requests and other non-critical questions
  • No Customer business impact
  • Requests for enhancements by Customer
Software Support Service Level Objectives (SLOs). EZMCOM will use reasonable commercial efforts to provide customers with technical advice and assistance in connection with their use of the Software according to severity level. The table below sets forth EZMCOM's targets for support responses to Software Errors based on severity level:
SUPPORT LEVEL
SEVERITY LEVEL
INITIAL TARGET RESPONSE
TARGET WORK EFFORT
TARGET COMMUNICATION FREQUENCY

STANDARD (9X5)

S1
2 hours (9x5)
Continuous during business hours (9x5) until Relief identified
Once per day (business day only)
S2
4 hours (9x5)
Daily, during Customer business hours only
Once every 2-3 days (business day only)
S3
8 hours (9x5)
Weekly during business hours
Once a week
S4
12 hours (9x5)
Everyother week during business hours
Once a month

PREMIUM (24X7)

S1
Continuous 24x7 until Relief identified
Continuous during business hours (9x5) until Relief identified
Every 3-4 hours, 7 days/week
S2
3 hours (24x7)
Daily, during Customer business hours*
Once per day, business hours*
S3
4 hours (9x5)
Weekly during business hours
Once a week
S4
10 hours (9x5)
Every other week during business hours
Twice a month