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SCHEDULE C - MAINTENANCE AND SUPPORT GUIDELINES <br /> <br />Priority 2 calls will be escalated if not responded to within 8 hours and Priority 3 calls not responded <br />to within 24 hours will be escalated. <br /> <br />If your Priority 1 call has not been responded to 4 hours after the designated timeframe, the Group <br />Leaders are notified and your call is escalated to a level 2. <br /> <br />If your cai1 has not been responded to after 5 hours from the designated timeframe, the Manager of <br />Support is notified and your call is escalated to a level 3. <br /> <br />If your call has not been responded to after 6 hours from the designated timeframe, the VP of Support <br />& Development is notified and your call is escalated to a level 4. <br /> <br />If your call has not been responded to after 7 hours from the designated timeframe, the Chief <br />Operating Officer is notified and your call is escalated to a level 5, our final level of escalation. <br /> <br />8. Statutory Holidays <br /> <br />Below is a listing of Canadian Statutory Holidays for 2002. Please note that Harris Support will be <br />closed on Canadian Statutory Holidays as outlined below. Emergency support will be available in <br />most cases when the United States does not have a corresponding statutory holiday. <br /> <br />New Year's Day January 1 <br />Good Friday March 29 <br />Victoria Day May 20 - <br />Canada Day July 1 - <br /> <br />Provincial/Civic Holiday August 5 - <br /> <br />Labor Day September 2 - <br />Thanksgiving Day October 14 - <br />Christmas Day December 25 - <br />Boxing Day December 26 - <br /> <br />- Closed <br /> <br />- Emergency Support <br /> Emergency Support <br /> Emergency Snpport <br /> Emergency Support <br /> Closed <br /> Emergency Support <br /> Closed <br /> Closed <br /> <br />26 <br /> <br /> <br />