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6.E. - Page 203 of 272 <br />619-229-8319 <br />7 n[ I g h t info@ensight-technotogies.com <br />T E C H N Q L D G 1 E 5 www.ensight-technologles.com <br />1 1955 Cordell Court Suite 104, San Diego, Ca 92020 <br />identify the source of the problem and initiate action to correct it per the guidelines below. <br />• EnSight Action: EnSight personnel will work with the Customer until the issue is resolved or a <br />workaround identified. <br />• Customer Action: Customer personnel will work with the EnSight personnel until the issue is resolved <br />or a workaround identified. <br />• Status Update Frequency: 2 hours — Incident update with Customer <br />• Management Escalation: Required <br />Severity 2 <br />A severe malfunction exists which makes the use of one or more maintained item's functions less operable or <br />decreases functionality and an alternative solution is available that does not substantially impact operations. For <br />example, the confidence level of the PGS dips below acceptable threshold on one or more cameras causing the count <br />to drift significantly. EnSight will acknowledge receipt of issue within two hours and initiate action to correct it per the <br />guidelines below; <br />• EnSight Action: EnSight will initiate a corrective action plan within one business day of the <br />documented issue. <br />• Customer Action: Customer personnel will work with the EnSight personnel as requested until the <br />issue is resolved. <br />• Status Update Frequency: Update interval will be mutually agreed to by both parties on a case by <br />case basis. <br />• Management Escalation: Required <br />196 <br />357 <br />