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Problem Severity Definitions and Response Times

The Permanent Resolution targets above are applicable to Aveksa application software for the hardware and software configurations currently supported by Aveksa as per the latest version of the Aveksa Product documentation. Aveksa will make reasonable efforts to follow these guidelines whenever possible. These guidelines assume that Aveksa can reproduce any reported Error. "Initial Response Time" is defined as the time within which Aveksa aims to respond to a request with an acknowledgement.

	Business Impact	Initial Response Time	Target Resolution
Severity 1 Critical Business Impact	The application fails, and fails repeatedly after restart attempts. A critical function is not available which results in a critical impact to business operations without a viable workaround. There is a continuous loss of user connectivity and productivity.	1-4 business hour	Temporary Hotfix, with permanent fix in a future release or a workaround
Severity 2 Serious Business Impact	The application fails, which results in a service interruption or degradation impacting significant aspects of business operations, which has a viable workaround. There is an intermittent loss of user connectivity and productivity	4-6 business hours	Future release
Severity 3 Minor business Impact	How-to questions, minor functionality limitations, cosmetic issues or documentation errors.	8 business hours	Future release
Enhancement Request	Customer is requesting an enhancement to the product in a future release.	7 business days	All features are considered but may not be included in a future release.

If Aveksa Customer Support is unable to address an Error by telephone as specified above, then Aveksa, at its sole discretion and at customer’s expense, may dispatch a support engineer to the customer site. If customer requests an on-site software support visit and Aveksa determines that the reported problem is not the responsibility of Aveksa, customer, in addition to reimbursing Aveksa's expenses, shall be charged for the service call on a time and materials basis at the then prevailing hourly rate.