AgdaPkt 2020-12-21 Amended Joint SA PFA

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6.E. - Page 204 of 272 7nSight T E C H N Q L D G 1 E 5 Severity 3 619-229-8319 info@ensight-technotogies.com v"m.ensighttechnologies com 1955 Cordell Court Suite 104, San Diego, Ca 92020 A non -severe malfunction exists in which one or more maintained item's functions are less operable or decreases functionality, but essential system functionality is not affected. For example, a camera is in need of cleaning. EnSight will acknowledge receipt of issue within 24 business hours and initiate action to correct it per the guidelines below; • EnSight Action: EnSight personnel will apply best efforts during normal business hours with the Customer to resolve the issue. • Customer Action: Customer personnel will work with the EnSight personnel as requested until the issue is resolved. • Status Update Frequency: As needed on a case by case basis. • Management Escalation: As needed on a case by case basis. Severity 4 A non-severe/minor issue with the product that does not impair operational performance or Customer perceived problems that are determined by EnSight to be enhancement requests. EnSight will acknowledge receipt of the issue and initiate action to correct it per the guidelines below; • EnSight Action: To be reviewed on a case by case basis by Project/Product Management. • Customer Action: May be contacted to provide additional detail and authorization. • Status Update Frequency: As needed on a case by case basis. • Management Escalation: As needed on a case by case basis. 1.2 Alert Monitoring Support EnSight Customer Care Center (CCC) will have access to real-time graphical visibility into the Customer's EnSight systems and components to determine performance quality and identify system failures. This function is conditioned upon Customer providing sufficient internet connectivity to operate per the requirements defined in Section 2.1. 197 358