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Support Standards I. Support Hours: Hours During Which Superion's Telephone Support Will be Available to Customer in Connection with the Provision of Maintenance: Unless otherwise noted in the Order as to Support Type, support hours are Monday through Friday, 8:00 A.M. to 5:00 P.M. Customer's Local Time within the continental United States, excluding holidays ("5x9"). II. Targeted Response Times. "Notification" means a communication to Superion's help desk by means of: (i) Superion's web helpline; (ii) the placement of a telephone call; or (iii) the sending of an e-mail, in each case, in accordance with Superion's then-current policies and procedures for submitting such communications. With respect to Superion's support obligations, Superion will use diligent, commercially reasonable efforts to respond to Notifications from Customer relating to the Solution or Custom Modifications identified in the Order in accordance with the following guidelines with the time period to be measured beginning with the first applicable Superion "Telephone Support" hour occurring after Superion's receipt of the Notification: Priority Description Response Goal* Resolution Goal* Urgent A support issue shall be considered Urgent Superion has .a Although resolution 1 when it produces a Total System Failure; stated .goal to times vary meaning Superion's Solution/Custom respond within 60 depending on the Modification is not performing a process that minutes of the issue exact issue and has caused a complete work stoppage. being reported and customer have a resolution environment, plan within 24 Superion has a hours. stated goal to Critical A support issue shall be considered ;Critic2.I Superion has a resolve an urgent 2 when a critical failure in operations occur; stated goal to issue within 24 meaning Superion's Solution/Custom respond within two hours or provide a Modification is not performing a criticri hours of the issue resolution plan with process and prevents the continuation of basic being reported. urgent issues within operations. Critical problems do not have a 24 hours of the workaround. This classification does not apply issue being to intermittent problems. reported. Non- A support issue shall be considered Non- Superion has a A resolution plan Critical Critical when a non-critical failure in stated goal to details the steps 3 operations occurs; meaning Superion's respond within four necessary to Solution/Custom Modification is not hours of the issue understand and performing non-critical processes, but the being reported. possibly resolve the system is still usable for its intended purpose or there is a workaround. issue. Minor A support issue will be considered Minor when Superion has a 4 the issue causes minor disruptions in the way stated goal to tasks are performed, but does not affect respond within 24 workflow or operations. This may include hours of the issue cosmetic issues, general questions, and how being reported. to use certain features cf the system. * Measured from the moment a Case number is created. As used herein a "Case number" is created when a) Superion's support representative has been directly contacted by Customer either by phone, email, in person, or through Superion's online support portal, and b) when Superion's support representative assigns a case number and conveys that case number to the Customer. Customer must provide remote access to its facility using a Superion approved remote access client so that Superion can perform the support obligations and/or services under this Order; and will provide appropriate security access and accounts for Superion staff and each session participant. ATTY/AGR/2017.226/SPS PROFESSIONAL SERVICES AGREEMENT — EXHIBITS 1 THRU 6 REV: 09-27-17 PR Page 18 of 20