Common use of Severity Codes Clause in Contracts

Severity Codes. Severity Situation ▇▇▇▇▇ Expected Response Customer Expected Response Severity A ▪ Critical business impact: ▪ Customer’s business has significant loss or degradation of services ▪ Needs attention within 1 hour ▪ 1st call response in 1 hour or less ▪ ▇▇▇▇▇ Resources at Customer site as requested ▪ Notification of Senior Managers at ▇▇▇▇▇ Global ▪ 24/7 effort to resolve the issue ▪ Allocation of appropriate resources to sustain continuous effort on a 24x7 basis ▪ Rapid access and response from change control authority ▪ Management notification Severity B ▪ Moderate business impact: ▪ Customer’s business has moderate loss or degradation of services but work can reasonably continue in an impaired manner. ▪ Needs attention within 2 Business Hours ▪ 1st call response in 2 hours or less ▪ Effort during Business Hours only ▪ Allocation of appropriate resources to sustain Business Hours continuous effort ▪ Access and response from change control authority within 4 Business Hours Severity C ▪ Minimum business impact: ▪ Customer’s business is substantially functioning with minor or no impediments of services. ▪ Needs attention within 4 Business Hours ▪ 1st call response in 8 hours or less ▪ Effort during business hrs. only ▪ Accurate contact information on case owner ▪ Responsive within 24 hours. Note: All ▇▇▇▇▇ Global support customers response time is based on their individual SLA terms.

Severity Codes. Severity Situation ▇▇▇▇▇ Expected Response Customer Expected Response Severity A ▪ Critical business impact: ▪ Customer’s business has significant loss or degradation of services ▪ Needs attention within 1 hour ▪ 1st call response in 1 hour or less ▪ ▇▇▇▇▇ Mazik Resources at Customer site as requested ▪ Notification of Senior Managers at ▇▇▇▇▇ Global ▪ 24/7 effort to resolve the issue ▪ Allocation of appropriate resources to sustain continuous effort on a 24x7 basis ▪ Rapid access and response from change control authority ▪ Management notification Severity B ▪ Moderate business impact: ▪ Customer’s business has moderate loss or degradation of services but work can reasonably continue in an impaired manner. ▪ Needs attention within 2 Business Hours ▪ 1st call response in 2 hours or less ▪ Effort during Business Hours only ▪ Allocation of appropriate resources to sustain Business Hours continuous effort ▪ Access and response from change control authority within 4 Business Hours Severity C ▪ Minimum business impact: ▪ Customer’s business is substantially functioning with minor or no impediments of services. ▪ Needs attention within 4 Business Hours ▪ 1st call response in 8 hours or less ▪ Effort during business hrs. only ▪ Accurate contact information on case owner ▪ Responsive within 24 hours. Note: All ▇▇▇▇▇ Mazik Global support customers response time is based on their individual SLA terms.