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EXMBIT "E" - LEVEL H SERVICES 1. MAINTENANCE (a) Problem Notification and Diagnosis Client shall notify NCC in writing (which shall include facsimile transmissions) and NCC shall perform the services set forth below. Client may also telephone NCC for the purpose of clarification and discussion and/or to give advance information to NCC prior to NCC's receipt of written notice. (b) Problem Correction NCC shall use best efforts to provide Updates to correct reproducible material errors or malfunctions in a timely manner after notification by the Client. NCC shall make such changes and updates as are required to correct Licensed Software errors without additional charge to Client. NCC shall furnish updates in the form of either a program temporary fix or a workaround if the urgency of the problem so requires. (c) Telephone Consultation NCC shall make available to Client telephone support during the NCC's normal business hours in the implementation and/or utilization of the Licensed Software by Client or any Client Customer. 2. ERROR CORRECTION (a) NCC shall notify Client by Telephone and follow up in writing of the status of errors in the Licensed Software reported by Client and the progress made by NCC in rectifying the same. (b) When notified by Client of a Licensed Software defect NCC will use its best efforts to respond to such notification in accordance with the Response Times set forth below. NCC will issue to Client a software correction immediately upon completion of the same in accordance with the timescales set forth below. (c) If the problem remains unresolved by the Time to Start Escalation Process as set forth below, NCC will assign a Problem Manager. (d) If the error is still unresolved after the Target Fix Times as set forth below, the error and its resolution by NCC will be escalated to NCC senior management for immediate action. 3. ERROR CATEGORIES (a) Reports on bugs or errors in the Licensed Software will be classified by NCC and Client into the following error categories and reported to NCC by Client accordingly. • SEVERITY 1 The outage terminates the operation of the System or the outage corrupts any database used in conjunction with the Licensed Software or a major function of normal operation and use of the Licensed Software has become unusable and there is no workaround available. • SEVERITY 2 A major function in normal operation and use of the Licensed software has become unusable and there is an awkward workaround or any other function has become unworkable and there is no known workaround. 16