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REV: 07-30-2021 RL Support Service and Security Support: A Consultant 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 High Whole company affected Business Impact Description Default Low More of an irritation than a stoppage Yes Medium Business degraded but reasonable workaround High Critical – Major business processes stopped 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 P1 - Critical 1 Assigned 2 In Progress 4 Closed P2 – Major 4 12 24 P3 – Minor 8 72 96 P4 – Informational 8 n/a n/a P5 – Scheduled Upgrade 8 n/a n/a Security and Data Rights: The City has the option to have Consultant host all the data, applications, and everything else defined in this agreement with Venture Technologies. Consultant is solely responsible for the entire relationship with Venture Technologies. Consultant assumes all risk associated with data and/or security breaches at Venture Technologies and is financially responsible for any monetary losses, including legal fees, City incurs as a result of data and/or security breaches experienced by Venture Technologies. Consultant must get written approval from the City, at least 60 days prior to changing hosting service providers. ATTY/AGR.2021/Amend No. 3/PSD Hiperweb (Page 12 of 16)