| Telephone Support |
| Email Support |
| Service maintenance, which includes maintenance releases, enhancements, new versions, additions, and modifications to the Service, that it provides to all other customers under support for no additional fee. |
| Bug fixes to bring the Service into substantial conformance with its then-current user guide. |
| Response time in accordance with the chart below. |
| Resolution Process for Issues of Severity Levels 1 and 2: |
| (1) Trouble Ticket opened. |
| (2) Assign engineer to determine and correct the error. |
| (3) Periodic reports on the status of the correction. |
| (4) Initiate work to correct the error. |
| Scheduled Outages are usually scheduled during [●] and customers are usually notified via [●]. |
