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SMA RTGOV 3.1. Maintenance Services. We will continuously mainta in 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 bye-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 Description of the support request comprising or causing any of the events or Request effects set forth below: Classification • Application Service is down or unavailable Severity 1: • Data integrity at risk Critical Problem • Material financial impact • Widesprea'd access interruptions • Application Service is operational; however, performance is highly degraded to Severity 2: the pOint of material impact on usage Major Problem • Data entry or access is materially impaired on a limited basis Severity 3: • Application Service is operating with minor issues that can be addressed with a Minor Problem work around • Minor problem not impacting service functionality Severity 4: • Enhancement requests, missing or erroneous documentation Cosmetic Issue • 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 Required Target Resolution Request Response Time Resolution Effort Classification Time 48 hours or Critical situations may require personnel from Severity 1: 1 business agreement to both organizations to be at their respective Critical Problem hour work locations or available on an around-the-reasonable date clock basis . Severity 2: 4 business We will resolve with a fix or a workaround, at 10 calendar days its discretion. If a workaround is provided, the Major Problem hours severity is downgraded . Severity 3: 8 business 30 calendar days We will resolve with a fix or a workaround, at Minor Problem hours its discretion . Severity 4: 12 business At Our discretion We will resolve with a fix or a workaround, at Cosmetic Issue hours 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. v416 • If the monitoring services report that the System is unavailable and We confirm the System to be unavailable, then Unscheduled Down ti me 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 Page 2 of 3