WaGsys
Exhibit F— Cloud Hosting Services & Software as a Service
confirm to the requestor receipt of the request by Service Provider. If a Problem Severity Level
1 or 2 request cannot be corrected to the reasonable satisfaction of the requestor within the
Request Resolution Time after the requestor makes the initial request for Technical Support,
Service Provider will: (a) immediately escalate the request to Service Provider’s management;
(b) take and continue to take the actions which will most expeditiously resolve the request; (c)
provide a hourly report to the requestor of the steps taken and to be taken to resolve the request,
the progress to correct, and the estimated time of correction until the request is resolved; and,
(d) every 2 hours provide increasing levels of technical expertise and Service Provider
management involvement in finding a solution to the request until it has been resolved.
c) Problem Severity Levels 3 and 4 Response and Resolution. For Technical Support requests not
made by email, within the Request Response Time of such a request, Service Provider shall
confirm to the requestor receipt of the request by Service Provider. If a Problem Severity Level
3 or 4 request cannot be corrected to the reasonable satisfaction of the requestor within the
Request Resolution Time after
the requestor makes the initial request for Technical Support, at the sole election of requestor:
(a) Service Provider will work continuously to resolve the request; or, (b) requestor and Service
Provider will mutually agree upon a schedule within which to resolve the request.
Technical Support Problem Severity Levels
a) Problem Severity Level 1.
1) Description. This Problem Severity Level is associated with: (a) Services, as a whole, are
non-functional or are not accessible; (b) unauthorized exposure of all of part of Subscriber
Data; or, (c) loss or corruption of all or part of Subscriber Data.
b) Problem Severity Level 2.
1) Description. This Problem Severity Level is associated with significant and / or ongoing
interruption of an Authorized User’s use of a critical function (as determined by the
Authorized User) of the Services and for which no acceptable (as determined by the
Authorized User) work-around is available.
c) Problem Severity Level 3.
1) Description. This Problem Severity Level is associated with: (a) minor and / or limited
interruption of an Authorized User’s use of a non-critical function (as determined by the
Authorized User) of the Services; or, (b) problems which are not included in Problem
Severity Leveis 1 or 2.
d) Problem Severity Level 4.
1) Description. This Problem Severity Level is associated with: (a) general questions
pertaining to the Services; or, (b) problems which are not included in Problem Severity
Levels 1, 2, or 3.
Customization / Integration Services. The Service Provider during initial configuration (one time)
shall customize the following to the best of the ability of the Provider and to the limitations of the
software solution a reasonable amount of the following:
