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Page 2 of 3 v416 3.1. Maintenance Services. We will continuously maintain the Application Service to optimize availability that meets or exceeds the Service Standard. Such maintenance services shall include providing to You all such services and repairs, as needed, to maintain the Application Service or are ancillary, necessary, or otherwise related to Your access to, or use of, the Application Service, so that the Application Service operates properly in accordance with this SLA. 3.2. Support Services. We will: (i) provide unlimited telephone support during business hours; and (ii) respond to and resolve support requests, as specified in Sections 3.3 and 3.4. 3.3. Support Requests. You shall notify Us of support request by e-mail, telephone, or such other means as the Parties may hereafter agree to in writing. We shall classify Your support requests in accordance with the descriptions set forth in the following chart: Support Request Classification Description of the support request comprising or causing any of the events or effects set forth below: Severity 1: Critical Problem  Application Service is down or unavailable  Data integrity at risk  Material financial impact  Widespread access interruptions Severity 2: Major Problem  Application Service is operational; however, performance is highly degraded to the point of material impact on usage  Data entry or access is materially impaired on a limited basis Severity 3: Minor Problem  Application Service is operating with minor issues that can be addressed with a work around Severity 4: Cosmetic Issue  Minor problem not impacting service functionality  Enhancement requests, missing or erroneous documentation  Minor problem or question that does not affect delivery of services 3.4. Response Service Levels. Response times to support requests will be measured from the time We receive a support request until the time We have responded to such support request. We will respond to all support requests, based on the severity of the request, within the times set forth in the following chart: Support Request Classification Required Response Time Target Resolution Time Resolution Effort Severity 1: Critical Problem 1 business hour 48 hours or agreement to reasonable date Critical situations may require personnel from both organizations to be at their respective work locations or available on an around-the- clock basis. Severity 2: Major Problem 4 business hours 10 calendar days We will resolve with a fix or a workaround, at its discretion. If a workaround is provided, the severity is downgraded. Severity 3: Minor Problem 8 business hours 30 calendar days We will resolve with a fix or a workaround, at its discretion. Severity 4: Cosmetic Issue 12 business hours At Our discretion We will resolve with a fix or a workaround, at its discretion. 4.1. System Monitoring and Measurement. We will provide for monitoring of System Availability on an ongoing basis. All measurements of System Availability will be calculated on the Service Year period during the term. This monitoring will be performed through a combination of monitoring services of Our choice. These monitoring services are intended to serve as an initial alert to Us that the System may be unavailable. We will then conduct a series of tests to confirm System Availability.  If the monitoring services report that the System is unavailable and We confirm the System to be unavailable, then Unscheduled Downtime will be calculated as the amount of time between the initial notification and when We confirm the System is available.  If the monitoring services report that the System is unavailable, but Our tests and assessments confirm that the System is available, then Unscheduled Downtime will be calculated as the time between when the initial