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Request was created and leading up to the Resolution of the Error. You also have the option of viewing both your open and closed Support Requests via our website. (g) lf your issue needs to be escalated to a development resource or programmer for Resolution, your issue will be logged into our development tracking database and you will be provided with a separate lD number to track the progress of the issue. The lD number will remain open until your issue has been completely Resolved. lssues escalated to development will be scheduled for Resolution and may not be Resolved immediately depending on the nature and complexity of the issue. (h) Contact the support department at your convenience for a status update on your development issues, or log onto our website (if available to you) to view your issues on-line. (i) Automated closing of issues: The Organization will be consulted before closing a support issue whenever possible. However, if a ticket is in a customer-action status (ex: "Waiting on Customer") it may be closed after two weeks of inaction after reasonable attempt by Support to obtain an update. A closed ticket may be re-opened at any time. 0 The online ticket system, currently TeamSupport, is intended for active support issues. Any placeholder or project management type issues (issues not intended for immediate to short term action) will be handled outside of the online ticket system. 3.3 Severitv Levels ln order to assign resources to Support Requests as effectively as possible, Harris has identified three Error severities - Severity 1, Severity 2 and Severity 3. A Severity 1 Error is classified as Critical, Severity 2 is classified as a High, and Severity 3 is classified as Medium/Low. The criteria used to establish guidelines for Support Request are as follows: (a) Severity 1 -Critical . System Down (users have no access to Cayenta production environment) o lnability to process bills/invoices. Program errors without workarounds impacting critical processes . lncorrect calculation errors impacting a majority of records . Aborted postings or error messages preventing data integration and update . Performance issues of severe nature impacting critical processes . Data Security issues. lssues causing critical integrations to completely fail. Applying application patches for critical issues with the application, that do not have a workaround Note: the existence of a reasonable work-around precludes a Severity 'l or Severity 2 issue in most cases. (b) Severity2-High . System errors without manageable workarounds. Core report calculation issues. Calculation errors affecting a minority of recordsr Error messages preventing data integration and update CONFIDENTIAL Page27 ol41 Cayenta Software and Subscription Agreement 2024-01-11