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Live instructor lead train ings that occur at City facilities maybe requested by the City at the rates listed in Exhibit B. Web based trainings will be provided at no cost to the City and is agreed to be part of annual maintenance and support. Support Service and Security Support: A HiperWeb support representative will be assigned to the City at all time. This representative will be available to city staff by phone and email during the City's business hours. Support severity and response will be defined and addressed as follows. Level of Severity Description Default Low One user or small group affected Yes Medium Departments or large group affected P1 - Critical High Whole company affected P2 — Major Business Impact Description Default Low More of an irritation than a stoppage Yes Medium Business degraded but reasonable workaround n/a High Critical — Major business processes stopped n/a 11 High Severity Medium Severity Low Severity High Impact P1- Critical P2 — Major P3 -Minor Medium Impact P2 — Major P3 — Minor P4 - Informational Low Impact P3 —Minor P4 - Informational P4 - Informational Priority Response Goal Hours Resolution Plan Hours Resolved Goal/Hours HiperWeb Status HiperWeb Status HiperWeb Status 4 Closed 24 P1 - Critical 1 Assigned 2 In Progress 12 P2 — Major 4 P3 — Minor 8 72 96 P4 — Informational 8 n/a n/a P5 — Scheduled Upgrade 8 n/a 11 Security and Data Rights: The City has the option to have HiperWeb host all the data, applications, and everything else defined in this agreement with Venture Technologies. HiperWeb is solely responsible for the entire relationship with Venture Technologies. HiperWeb assumes all risk associated with data REV: 02-26-2020 PR ATTYNAGR Amend. No-2/PSD Software, LLC, dba HiperWeb (Page 12 of 18)