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