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i • i 1 • • i • • <br />SEVERITY 3 <br />A minor or major function has become unworkable and there is an effective workaround or the <br />error is non material. <br />SEVERITY 4 <br />An enhancement to the Licensed Software. <br />4. PROBLEM MANAGEMENT TIMETABLE <br />(a) The problem resolution process for bugs or errors falling in the above categories will be managed by <br />NCC in accordance with the following timetable. <br />SEVERITY RESPONSE TIME <br />TIME TO START <br />TARGET FIX <br />LEVEL <br />ESCALATION <br />TIME <br />PROCESS <br />1 Target immediately and <br />24 elapsed hours <br />3 days <br />less than 2 working hours. <br />2 Less than 8 working hours. <br />48 elapsed hours <br />10 days <br />3 Less than 48 elapsed hours. <br />48 elapsed hours <br />45 days <br />4 Less than 48 elapsed hours. <br />Next Release <br />Next Release <br />For severity 1 errors NCC shall use its best efforts to fix the problem or provide an acceptable workaround <br />within the target fix time. Unless an agreeable alternative can be reached by both parties, failure by NCC <br />to correct or to provide workarounds allowing reclassification of Severity 1 errors within the specified Target <br />Fix Time as set forth above shall necessitate NCC providing a full time resource working on the problem <br />until it is resolved. In the event that NCC reclassifies any Severity 1 error to Severity 2 errors within the <br />Target Fix Time as defined above, Client agrees that it §ball not thereafter invoke this Clause for as long <br />as NCC continues to use their reasonable efforts to provide a fix or further workaround thereby enabling <br />further reclassification. <br />If, after two (2) days of trying to reproduce an error, NCC is not able to reproduce an error reported by <br />Client, the error shall be deemed un-reproducible and will be closed. <br />If Client reports any error a second time (accompanied by a brief written description of the problem, <br />a copy of the output in error, and any other reporting information that might be applicable) after said <br />error has been reported to NCC and NCC has reported the error to be either un-reproducible or <br />corrected, NCC shall, when reporting the error corrected a second time, include the following <br />supporting documentation: <br />12 <br />