Common use of Error Severity Levels Clause in Contracts

Error Severity Levels. Motive shall exercise commercially reasonable efforts to correct any Error reported by Mercury Interactive in the current unmodified release of Licensor Software in accordance with the Severity level reasonably assigned to such Error by Motive. · Severity 1 Errors – Motive shall promptly commence the following procedures: (i) assign Motive qualified Second Level Support engineers to investigate the Error; (ii) promptly notify Mercury Interactive support contact that steps being taken to correct such Error(s) as soon as possible in accordance with the provisions herein; (iii) provide Mercury Interactive with periodic reports on the status of the investigation and upon request; and (iv) initiate work to provide Mercury Interactive with a Workaround or Fix as soon as possible. Response Time for all Severity Level 1 Errors is 30 minutes and resolution through a Fix or Workaround as soon as possible but no later than 1 business day. · Severity 2 Errors – Motive shall promptly commence the following procedures: (i) assign Motive qualified Second Level Support engineers to investigate the Error; (ii) promptly notify Mercury Interactive support contact that steps being taken to correct such Error(s) as soon as possible in accordance with the provisions herein; (iii) provide Mercury Interactive with periodic reports on the status of the investigation and upon request; and (iv) initiate work to provide Mercury Interactive with a Workaround or Fix as soon as possible. Response Time for all Severity Level 2 Errors is 4 hour and resolution through a Fix or Workaround within 5 business days with reasonable efforts to do so within 4 business days. · Severity 3 Errors – Motive may include the Fix for the Error in a future release of the Licensor Software. Motive shall promptly commence the following procedures: (i) assign Motive qualified Second Level Support engineers to investigate the Error; (ii) promptly notify Mercury Interactive support contact that steps being taken to correct such Error(s) as soon as possible in accordance with the provisions herein; (iii) provide Mercury Interactive with periodic reports on the status of the investigation and upon request; and (iv) initiate work to provide Mercury Interactive with a Workaround or Fix as soon as possible. Response Time for all Severity Level 3 Errors is 1 business day and resolution through a Workaround within 10 business days and a Fix within 21 business days. · Mercury Interactive is responsible for providing sufficient information and data to allow Motive to readily reproduce all reported Errors. If Motive believes that a problem reported by Mercury Interactive may not be due to an Error in a Licensor Software, Motive will so notify Mercury Interactive

Error Severity Levels. Motive shall exercise commercially reasonable efforts to correct any Error reported by Mercury Interactive in the current unmodified release of Licensor Software in accordance with the Severity level reasonably assigned to such Error by Motive. · • Severity 1 Errors – - Motive shall promptly commence the following procedures: (i) assign Motive qualified Second Level Support engineers to investigate the Error; (ii) promptly notify Mercury Interactive support contact that steps being taken to correct such Error(s) as soon as possible in accordance with the provisions herein; (iii) provide Mercury Interactive with periodic reports on the status of the investigation and upon request; and (iv) initiate work to provide Mercury Interactive with a Workaround or Fix as soon as possible. Response Time for all Severity Level 1 Errors is 30 minutes and resolution through a Fix or Workaround as soon as possible but no later than 1 business day. · • Severity 2 Errors – - Motive shall promptly commence the following procedures: (i) assign Motive qualified Second Level Support engineers to investigate the Error; (ii) promptly notify Mercury Interactive support contact that steps being taken to correct such Error(s) as soon as possible in accordance with the provisions herein; (iii) provide Mercury Interactive with periodic reports on the status of the investigation and upon request; and (iv) initiate work to provide Mercury Interactive with a Workaround or Fix as soon as possible. Response Time for all Severity Level 2 Errors is 4 hour and resolution through a Fix or Workaround within 5 business days with reasonable efforts to do so within 4 business days. · • Severity 3 Errors – - Motive may include the Fix for the Error in a future release of the Licensor Software. Motive shall promptly commence the following procedures: (i) assign Motive qualified Second Level Support engineers to investigate the Error; (ii) promptly notify Mercury Interactive support contact that steps being taken to correct such Error(s) as soon as possible in accordance with the provisions herein; (iii) provide Mercury Interactive with periodic reports on the status of the investigation and upon request; and (iv) initiate work to provide Mercury Interactive with a Workaround or Fix as soon as possible. Response Time for all Severity Level 3 Errors is 1 business day and resolution through a Workaround within 10 business days and a Fix within 21 business days. · • Mercury Interactive is responsible for providing sufficient information and data to allow Motive to readily reproduce all reported Errors. If Motive believes that a problem reported by Mercury Interactive may not be due to an Error in a Licensor Software, Motive will so notify Mercury Interactive

Error Severity Levels. Motive shall exercise commercially reasonable efforts to correct any Error reported by Mercury Interactive in the current unmodified release of Licensor Software in accordance with the Severity level reasonably assigned to such Error by Motive. · Severity 1 Errors – Errors—Motive shall promptly commence the following procedures: (i) assign Motive qualified Second Level Support engineers to investigate the Error; (ii) promptly notify Mercury Interactive support contact that steps being taken to correct such Error(s) as soon as possible in accordance with the provisions herein; (iii) provide Mercury Interactive with periodic reports on the status of the investigation and upon request; and (iv) initiate work to provide Mercury Interactive with a Workaround or Fix as soon as possible. Response Time for all Severity Level 1 Errors is 30 minutes and resolution through a Fix or Workaround as soon as possible but no later than 1 business day. · Severity 2 Errors – Errors—Motive shall promptly commence the following procedures: (i) assign Motive qualified Second Level Support engineers to investigate the Error; (ii) promptly notify Mercury Interactive support contact that steps being taken to correct such Error(s) as soon as possible in accordance with the provisions herein; (iii) provide Mercury Interactive with periodic reports on the status of the investigation and upon request; and (iv) initiate work to provide Mercury Interactive with a Workaround or Fix as soon as possible. Response Time for all Severity Level 2 Errors is 4 hour and resolution through a Fix or Workaround within 5 business days with reasonable efforts to do so within 4 business days. · Severity 3 Errors – Errors—Motive may include the Fix for the Error in a future release of the Licensor Software. Motive shall promptly commence the following procedures: (i) assign Motive qualified Second Level Support engineers to investigate the Error; (ii) promptly notify Mercury Interactive support contact that steps being taken to correct such Error(s) as soon as possible in accordance with the provisions herein; (iii) provide Mercury Interactive with periodic reports on the status of the investigation and upon request; and (iv) initiate work to provide Mercury Interactive with a Workaround or Fix as soon as possible. Response Time for all Severity Level 3 Errors is 1 business day and resolution through a Workaround within 10 business days and a Fix within 21 business days. · Mercury Interactive is responsible for providing sufficient information and data to allow Motive to readily reproduce all reported Errors. If Motive believes that a problem reported by Mercury Interactive may not be due to an Error in a Licensor Software, Motive will so notify Mercury Interactive