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Call Priorities <br />To provide consistency to all Customer's and ensure focus on the most critical items, our Customer Success team <br />categorizes tickets using a 4 category priority ranking: <br />o 1- Critical <br />o 2-High <br />o 3 - Medium <br />o 4- Low <br />The criteria used to establish a call priority are as follows <br />1 Critical Mission critical Customer business process(s) unable to function. <br />The System is not functioning and there is no workaround that is acceptable to the <br />Customer, thereby preventing a department or workgroup from performing a mission <br />critical business function(s). <br />. System Down (Software Application, Hardware, Operating System, Database) <br />r Program errors without workarounds <br />r Error messages preventing data integration and update <br />r Performance issues of severe nature impacting critical processes <br />. Security lssues <br />Note: in most coses issues offecting q test environment only will not be considered P7 <br />2 High Significant impact to Mission critical Customer business process(s) <br />A major problem impedes the ability to perform mission critical business <br />function(s) due to major functionality not working. A temporary work- around that is <br />acceptable to the Customer is available. <br />. System errors that have workarounds <br />r Calculation errors impacting less than one-third of records <br />r Report calculation issues <br />r Performance issues not impacting critical processes <br />r Workstation connectivity issues (Workstationspecific) <br />3 Medium Minor function(s) not working causing non-critical work to back up <br />r Training questions, how to, or implementation of new processes <br />r Usability lssues <br />r lssues where a workaround is available for a large majority of cases <br />4 Iow lnconvenience <br />The System is causing a minor disruption in the way tasks are performed, but does not <br />stop workflow. Able to accomplish all functions, but not as efficiently as normal. May <br />include cosmetic lssues. <br />a <br />a <br />Aesthetic issues <br />Questions on documentation <br />DesriptionPriority Level Description <br />Confidential and Proprietary - Univerus lnc.Page 23 of 26