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<br /> 7ó.J- <br /> 3. ERROR CATEGORIES <br /> (A) Reports on buds or errors in the Licensed Software will be <br /> classified by Heron, Inc. into the following error categories: <br /> . SEVERITY 1 <br /> The outage terminates the operation of the System or the <br /> outrage corrupts any database used in the conjunction <br /> with the Licensed Software or a major function of normal <br /> operation and use of the Licensed Software has become <br /> unusable and there is no workaround availab1e. <br /> . SEVERITY 2 <br /> A major function in normal operation and use of the <br /> Licensed software has become unusable and there is an <br /> awkward workaround or any other function has become <br /> unworkable and there is no known workaround. <br /> . SEVERITY 3 <br /> A minor or maj or function has become unworkable and there <br /> is an effective workaround or the 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 <br /> the above categories will be managed by Heron, Inc. in <br /> accordance with the following timetable. <br /> SEVERITY RESPONSE TIME TIME TO START TARGET FIX <br /> LEVEL ESCALATION TIME <br /> PROCESS <br /> -- 1 Target immediately and 24 elapsed hours 2 days <br /> less than 2 working hours. , <br /> For Severity 1 errors Heron, Inc. shall use its best efforts to fix <br /> the problem or provide an acceptable workaround within the target <br /> fix time. Unless an agreeable alternative can be reached by both <br /> parties, failure by Heron, Inc. to correct or to provide <br /> workarounds allowing reclassification of Severity 1 errors within <br /> the specified Target Fix Time as set forth above shall necessitate <br /> Heron, Inc. providing a full time resource working on the problem <br /> until it is resolved. In the event that Heron, Inc. reclassifies <br /> any Severity 1 errors to Severity 2 error within the Target Fix <br /> Time as defined above, Client agrees that it shall thereafter <br /> invoke this Clause for as long as Heron, Inc. continues to use <br /> their reasonable efforts to provide a fix or further workaround <br /> thereby enabling further reclassification. <br /> If, after two (2) days of trying to reproduce an error, Heron, Inc. <br /> is not able to reproduce an error reported by Client, the error <br /> 10 <br />