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DocuSign Envelope ID: 3377D49A-96864948-8513-80850958A234 6.1.3 INCLUDED SUPPORT Support services include the detection and correction of software errors and the implementation of all PbK program changes, updates, and upgrades. Karpel Solutions shall respond to the inquiries regarding the use and functionality of the solution as issues are encountered by Authorized Users. Support to users will be provided through the remote support tool installed on the end user's computer. This tool was installed at the time of go-live allowing Karpel to provide the needed support to meet the service level agreement. lf this access is not allowed support will be delayed and the service level agreement (severity levels) are no longer in place. 6.1.4 RESPONSE TIMES Karpel Solutions shall be responsive and timely to technical support calls/inquires made by the Client. The Client will first make support inquires through their qualified system administrators to assure the policies and business practices of the Client are enforced prior to contacting Karpel Solutions. The timeliness of the response is dependent upon the severity of the issue/support problem, as defined below: The severity* of the issue/support problem shall determine fhe average problem resolution response time in any colendar month of the contract as follows: *lf the remote support tool is not instolled or available, all issues will fall into the general assistonce and the severity levels are no longer applicable. Severitv Level L shall be defined as urgent situations, when the Client's production system is down and the Client is unable to use PbK, Karpel Solutions' technical support staff shall accept the Client's callfor assistance at the time the Client places the initial call; however, if such staff is not immediately available, Karpel Solutions shall return the customer's call within one (1) business hour. Karpel Solutions shall resolve Severity Level L problems as quickly as possible, which on average should not exceed two (2) business days, unless otherwise authorized in writing by the Client. Severitv Level 2 shall be defined as critical software system component(s) that has significant outages and/or failure precluding its successful operation, and possibly endangering the customer's environment. PbK may operate but is severely restricted. Karpel Solutions'technical support staff shall accept the customer's call for assistance at the time the customer places the initial call; however, if such staff is not immediately available, Karpel Solutions shall return the Client's call within four (4) business hours. Karpel Solutions shall resolve Severity Level2 problems as quickly as possible, which on average should not exceed three (3) business days, unless otherwise authorized in writing by the customer. Severitv Level 3 shall be defined as a minor problem that exists with PbK but the majority of the functions are still usable and some circumvention may be required to provide service. Karpel Solutions'technical support staff shall accept the Client's call for assistance at the time the customer places the initial call; however, if such staff is not immediately available, Karpel Solutions shall return the Client's call on average no later than the next business day. Karpel Solutions shall resolve Severity Level 3 problems as quickly as possible, which should not exceed the next available release of software, unless otherwise authorized in writing by the Client. Page 11 of 31