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until the issue is resolved or a workaround is available. NextRequest will provide the Customer with regular updates until the issue is resolved and will coordinate with the Customer during Business Hours. 2.5 Customer Responsibilities. The Customer agrees to assist NextRequest as necessary to resolve Service Requests and to provide any information NextRequest reasonably requests, including information necessary to duplicate the issue. The Customer agrees to make available personnel capable of understanding and accurately communicating technical details necessary to enable NextRequest to review issues, and to assist NextRequest in diagnosing issues. 2.6 Bugs and Bug Reporting. 2.6.1 Bug Definition. A Bug is defined as any issue where the NextRequest application does not function as intended. It is at the sole discretion of NextRequest staff to determine if an issue is classified as a Bug. None of the Customer's Customer Support hours will be deducted for reporting Bugs. The Customer may submit a Service Request in order to report a Bug. 2.7 Customer Support. 2.7.1 Customer Support Definition. Staff time spent by NextRequest assisting the Customer or Customer's representatives after the Service Agreement has been signed is defined as Customer Support. This may include helping users with account creation, account log in, configuration, or understanding features. Customer Support hours exclude: bug reporting and related discussions and fixes; regularly scheduled check -ins with NextRequest staff as specified in the Order Form; and training sessions specified in the Order Form. The Customer may submit a Service Request in order to receive Customer Support. 2.7.2 Premium Customer Support. Customers have an initial amount of Premium Customer Support hours specified in their Order Form. These Customer Support hours will adhere to the Service Request response times outlined in Sect. 2. Additional "Premium Customer Support" may be purchased as needed. 2.7.3 Regular Customer Support. If a customer has exhausted their Premium Customer Support hours they will continue to receive Regular Customer Support. Customers receiving Regular Customer Support will receive the same level of support regarding Service Requests and response times outlined in Sect. 2 with the exception that customers with Premium Customer Support will take priority and have their issues addressed first. 3. Service Credits. 3.1 Issuance. If NextRequest fails to meet the response time stated above, the Customer will be entitled to a credit of 2 service hours for each hour during which the response time guarantee is not met, up to a total of 8 hours per incident. The Customer must request a credit in writing via a support ticket no later than 14 days following the occurrence of the event giving rise to the credit. Credits will be applied to invoices issued in the future. 3.2 Sole Remedy. The credits stated in this Agreement are the Customer's sole remedy in the event NextRequest fails to meet a guarantee for which credits are provided. If NextRequest fails to perform any obligation for which a credit is not provided, the Customer's sole remedy is to have REV: 09-25-2020 PR ATTY/AGR.2020.211/Next Request Co. (Public Records Act Request Automated System) (Page 22 of 23)