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GUARDIAN RFID <br />Customer will contact GUARDIAN RFID in accordance with Section 8(c)of the Agreement.Each <br />support incident is logged using GUARDIAN RFID's enterprise workflow management system, <br />given a unique case number,and assigned a support representative. <br />(b)incident Priority.Each support incident is assigned a priority level,which corresponds to the <br />Customer's needs and deadlines.GUARDIAN RFID and the Customer will work together to <br />reasonably set the priority of each support incident pursuant to the table below.The primary goals <br />of the table below are to (i)guide the Customer toward clearly understanding and communicating <br />the importance of the issue,and (ii)describe the generally expected response and resolution <br />targets in the production environment.References to a "confirmed support incident"mean that <br />GUARDIAN RFID and the Customer have successfully validated and set the priority for the <br />reported support incident <br />Priority Characteristics Incident Resolution Target <br />Support incident that causes (a) <br />I complete application failure or GUARDIAN RFID will provide an initial response <br />application unavailability;(b)to Priority Level 1 incidents within one (1)hour of <br />application failure or receipt of the incident.Once the incident has <br />i unavailability in one or rnore of been confirmed,GUARDIAN RFID will use <br />Critical the Customer's remote commercially reasonable efforts to resolve such <br />locations;or (c)systemic loss of support incidents or provide a circumvention <br />multiple essential system procedure within eight (8)hours.functions.* <br />GUARDIAN RFID will provide an initial response <br />to Priority Level 2 incidents within four (4) <br />Support incident that causes (a)business hours of receipt of the incident.Once <br />2 <br />repeated,consistent failure of the incident has been confirmed,GUARDIAN <br />High essential functionality affecting RFID will use commercially reasonable efforts to <br />more than one user or (b)loss resolve such support incidents or provide a <br />or corruption of data.circumvention procedure within five (5)business <br />days. <br />GUARDIAN RFID will provide an initial response <br />..to Priority Level 3 incidents within one (1)Priority Level 1 incident with an .....business day of receipt of the incident.Once theexistingcircumventionincidenthasbeenconfirmed,GUARDIAN RFIDprocedure,or a Priority Level 2 <br />3 ..will use commercially reasonable efforts to.incident that affects only one ...Medium .resolve such support incidents without the needuserorforwhichthereisan..for a circumvention procedure with the nextexistingcircumvention.-published maintenance update or service pack,procedure .which will occur at least quarterly. <br />GUARDIAN RFID will provide an initial response <br />..to Priority Level 4 incidents within two (2)Support incident that causes -business days of receipt of the incident.Oncefailureofnon-essential ... <br />4 .the incident has been confirmed,GUARDIANfunctionalityoracosmeticor-Low .RFID will use commercially reasonable efforts tootherissuethatdoesnotqualify....resolve such support incidents,as well asasanyotherPriorityLevel....cosmetic issues,with a future version release. <br />*Examples include:inability to create activity logs in catabase,and/or inability to access GUARDIAN <br />RFID OnDemand (excluding Internet access or \/Vi-Fi issues). <br />GUARDIAN RFID System Agreement |32 <br />©2020 GUARDIAN RFID.All rights reserved.GUARDIAN RFID is a U.S.registered trademark. <br />Confidential &Proprietary (Rev.7/2020)