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MAINTENANCE AND SUPPORT <br />Severity Description <br />Level <br />Level l "Level 1" means any Error that <br />causes total or substantial Software <br />failure, which means that the <br />Software is down and Customer is <br />unable to access the Software in any <br />way within their production <br />environment. <br />Level 2 "Level 2" means an Error that causes <br />substantial Software failure which <br />prevents a portion of Customer's <br />users from accessing the Software in <br />any way within the production <br />environment. <br />Level 3 "Level 3" means that the Software <br />is usable except that an Error causes <br />an ongoing, system -wide, severe <br />performance degradation. <br />Level "Level 4" means that the Software <br />is usable except that an Error <br />prevents a specific feature or <br />functionality from working. <br />Level 5 "Level 5" means that the Software is <br />usable except that an Error causes a <br />trivial inconvenience and the task <br />can be completed in another way <br />Hyland Response <br />ATTACHMENT <br />Upon receiving notification from Customer, Hyland's support Team Leader <br />will immediately notify a support Manager. Within thirty (30) minutes, the <br />Manager will notify a member of Senior Management or a Vice President. <br />If there is no Resolution within two (2) hours of the Customer's notice, <br />Hyland will place the Customer on the High Visibility Ticker (HVT). <br />If there is no Resolution within four (4) hours of the Customer's notice or by <br />the end of business of that day, Hyland will designate the Error as Code <br />Blue. Designation as Code Blue means a resolution team is immediately <br />formed for the Level 1 Error and the resolution team provides continuous <br />updates on all issues of change or status to all C -Level Executives and Vice <br />Presidents of Hyland, and all of Hyland employees are made aware that the <br />Customer is on Code Blue. <br />To provide a Resolution, Hyland will match the Customer's effort, up to and <br />including 24 hour days, 7 days a week, through holidays and weekends until <br />there is a Resolution. <br />Upon receiving notification from Customer, Hyland's support Team Leader <br />will notify a support Manager within sixty (60) minutes. Within two (2) <br />hours, the Manager will notify a member of Senior Management or Vice <br />President. <br />If there is no Resolution by the end of business on that day, Hyland will place <br />the Customer on Hyland's High Visibility Ticker. <br />If there is no Resolution within twenty-four (24) hours of Customer's notice, <br />Hyland will designate the Error as Code Blue. <br />To provide a Resolution, Hyland will match Customer's efforts up to 24 hour <br />days, 7 days a week, through holidays and weekends until there is a <br />Resolution. <br />To provide a Resolution, Hyland will match Customer's efforts up to 5 <br />days/week, 16 hourstday, through holidays and weekends until there is a <br />Resolution. <br />To provide a Resolution, Hyland will use commercially reasonable efforts <br />during regular support hours. <br />Standard Maintenance and Support. <br />Level 6 "Level 6" means Technical Support Standard Maintenance and Support. <br />Services. <br />REV: 01-09-18 IS <br />Page 19 of 51 <br />ATTY/AGR.2018.001/Hyland Onbase ACMS <br />6.E. - Page 22 of 57 <br />186