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EXHIBIT 2 <br />Support Standards <br />Premises based service levels <br />I. Support Hours: Hours During Which CentralSquare's Telephone Support Will be Available to Customer in Connection <br />with the Provision of Maintenance: Unless otherwise noted in the Order as to Support Type, support hours are Monday <br />through Friday, 8:00 A.M. to 5:00 P.M. Customer's Local Time within the continental United States, excluding holidays <br />("5x9"). <br />Targeted Response Times. <br />"Notification" means a communication to CentralSquare's help desk by means of: (i) CentralSquare's web helpline; or (ii) <br />the placement of a telephone call. <br />III. Support Terms. <br />Beginning on the Execution Date and continuing for twelve (12) months thereafter ("Initial Support Term"), CentralSquare <br />shall provide the ongoing Support Services described herein for the corresponding Fees outlined in Exhibit 1. Upon <br />expiration of the Initial Support Term, ongoing Support Services shall automatically renew, with customer paying for <br />additional annual support periods, each a ("Renewal Support Term"). This renewal will continue until termination of this <br />Agreement provided that, CentralSquare shall not give notice of termination if it would be effective prior to a period <br />equal to two times the Agreement's Initial Support Term. <br />With respect to CentralSquare 's support obligations, CentralSquare will use diligent, commercially reasonable efforts to <br />respond to Notifications from Customer relating to the Solution identified in the Order in accordance with the following <br />guidelines with the time period to be measured beginning with the first applicable CentralSquare "Telephone Support" hour <br />occurring after CentralSquare's receipt of the Notification: <br />Priority <br />Description <br />Response Goal <br />Resolution Goal <br />Urgent <br />A support issue shall be considered Urgent when it <br />Within 60 minutes of <br />Although resolution <br />1 <br />produces a Total System Failure; meaning the Solution is <br />the issue being <br />times vary depending <br />not performing a process that has caused a complete <br />reported and a <br />on the exact issue and <br />work stoppage. <br />resolution planned <br />customer environment, <br />within 24 hours. <br />CentralSquare has a <br />stated goal to resolve <br />Critical <br />A support issue shall be considered Critical when a <br />Within two hours of <br />2 <br />critical failure in operations occurs; meaning <br />the issue being <br />an urgent issue within <br />CentralSquare's Solution is not performing a critical <br />reported and a <br />24 hours or provide a <br />process and prevents the continuation of basic <br />resolution planned <br />resolution plan with <br />operations. Critical problems do not have a workaround. <br />within five (5) days. <br />urgent issues within 24 <br />This classification does not apply to intermittent <br />hours of being <br />problems. <br />reported. <br />Non -Critical <br />A support issue shall be considered Non -Critical when a <br />Within four hours of <br />3 <br />non-critical failure in operations occurs; meaning the <br />the issue being <br />A resolution plan will <br />Solution is not performing non-critical processes, but the <br />reported. <br />detail the steps <br />system is still usable for its intended purpose or there is <br />necessary to <br />a workaround. <br />understand and <br />possibly resolve the <br />Minor <br />A support issue will be considered Minor when the issue <br />Within 24 hours of <br />4 <br />causes minor disruptions in the way tasks are performed, <br />the issue being <br />issue. <br />but does not affect workflow or operations. This may <br />reported. <br />include cosmetic issues, general questions, and how to <br />use certain features of the system. <br />Response timing is measured from the moment a Case number is created. As used herein a "Case number" is created when a) <br />CentralSquare's support representative has been directly contacted by Customer either by phone, in person, or through CentralSquare's <br />online support portal, and b) when CentralSquare's support representative assigns a case number and conveys that case number to the <br />Customer. Customer must provide remote access to its facility using a CentralSquare approved remote access Customer so that <br />CentralSquare can perform the support obligations and/or services under this Agreement• and will provide appropriate security access <br />and accounts for CentralSquare staff and each session participant. <br />ATTY/AGR.2020.307/Central Square (Page 16 of 26) <br />