Kittitas Harris SLS Agreement v1_Final

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CONFIDENTIAL Cayenta Software and Subscription Agreement 2024-01-11 Page 28 of 41 • Issues causing non-critical integrations to fail completely • Performance issues of severe nature not impacting critical processes • Applying high priority patches for issues without manageable workarounds (c) Severity 3 – Medium/Low • System errors that have manageable workarounds • Performance issues not affecting critical processes • Usability issues • Core report formatting issues • Training questions • Aesthetic issues • Requests/recommendations for enhancements on system changes • Questions on documentation • Applying medium/low priority patches 3.3 Response Times Response times will vary and are dependent on the severity of the Error described in the Support Request. Harris endeavors to deal with Support Requests in the order that they are received, however Support Requests may be escalated based on the urgency of the issue reported. Harris response time guidelines are as follows: (a) Severity 1 – Critical: 1 - 4 hours (b) Severity 2 – High: 1 - 8 hours (c) Severity 3 – Medium/Low: 1 - 24 hours 3.4 Resolution (a) Response times and Resolution will be measured from the time Harris receives a Support Request until the respective times Harris has: (i) responded to that Support Request, in the case of response time; and (ii) Resolved that Support Request. "Resolve", "Resolved", "Resolution" and correlative capitalized terms mean, with respect to any particular Support Request, that Harris has corrected the Error that prompted that Support Request. Harris shall respond to and Resolve Support Requests based on Organization's designation of the severity of the associated Error, subject to Harris’s right to revise such designation after Harris' investigation of the reported Error and consultation with Organization; and (b) Harris shall Resolve the Support Request within a commercially reasonable period of time following the diagnosis of the Error. In the case of Errors designated by Organization as Severity Levels 1 or 2 (Critical or Urgent, respectively), if the Harris Resolves the Support Request by way of acceptable work-around, the Error will be reduced to a Severity Level of 3. 3.5 Designated Representative Organization shall designate the individual(s) who will act as a direct liaison with Harris and be responsible for communicating with, and providing timely and accurate information and feedback to Harris in connection with the Support Services (each such individual, a "Designated Representative").