Common use of Error Response Clause in Contracts

Error Response. Error descriptions (each an “Error”), the Error severity levels and corresponding targeted response time per level are each described in the table below. The Targeted Response Times in the table below identify the response times that Innovative will target for the corresponding Error, however, such Targeted Response Times are not guaranteed. One - Site Down A major component of the software is in a non-responsive state and severely affects library productivity or operations. A high impact problem that affects the entire library system. Widespread system availability, production system is down 1 hour Two – Critical Any component failure or loss of functionality not covered in Severity 1 that is hindering operations, such as, but not limited to: excessively slow response time, functionality degradation; error messages; backup problems; or issues affecting the use of the module or the data 2 hours Three - High Lesser issues, questions, or items that minimally impact the work flow or require a work around 2 business days; excludes holidays and weekends Four – Routine Issues, questions, or items that don’t impact the work flow. Issues that can easily be scheduled such as an upgrade or patch 4 business days; excludes holidays and weekends

Error Response. Error descriptions (each an “Error”), the Error severity levels and corresponding targeted response time per level are each described in the table below. The Targeted Response Times in the table below identify the response times that Innovative will target for the corresponding Error, however, such Targeted Response Times are not guaranteed. One - Site Down A major component of the software is in a non-responsive state and severely affects library productivity or operations. A high impact problem that affects the entire library system. Widespread system availability, production system is down 1 hour Two – Critical Any component failure or loss of functionality not covered in Severity 1 that is hindering operations, such as, but not limited to: excessively slow response time, functionality degradation; error messages; backup problems; or issues affecting the use of the module or the data 2 hours business hours; excludes holidays and weekends Three - High Lesser issues, questions, or items that minimally impact the work flow or require a work around 2 business days; excludes holidays and weekends Four – Routine Issues, questions, or items that don’t impact the work flow. Issues that can easily be scheduled such as an upgrade or patch 4 business days; excludes holidays and weekends