Work Order No. 6
(d) Non-Conformity Correction. CSC shall prioritize all Non-Conformities in accordance with its
impact on Customer’s operations as set forth below. Without further charge, other than for Customer
Specific Non-Conformities and generally in accordance with such priority, CSC shall make such
modifications as are required to correct reported Non-Conformities using the Current Base Software and
CSC test data. CSC may assign a new priority to the Non-Conformity after research if the initial
description was not accurate or after provision of a manual method of working around the Non-
Conformity if such method lessens the impact of the Non-Conformity. CSC will maintain internal
guidelines providing for levels of technical expertise and management involvement that increase with the
priority of the reported Non-Conformity and the time elapsed since the Non-Conformity was reported.
There shall be two categories for Non-Conformity correction as defined below:
1. Critical
Definition - Production use of the Software is not possible or no method of manually working
around a Nonconformity exists. Customer requires resolution urgently due to financial, legal
and public risk exposure.
Target Action - Initial response within one (1) business hour. Resource assigned immediately
thereafter. CSC will use all commercially reasonable efforts to implement a resolution within
twenty-four hours of notice to CSC.
2. Non- Critical
Definition — Any Nonconformity that is not Critical
Target Action - Initial response within two (2) business hours. Resource assigned within one
business day thereafter. CSC will use commercially reasonable efforts to implement a
resolution as soon as possible.
* Critical requires that a Customer resource be available and remain available until the issue is
resolved.
(e) Customer-Specific Non-Conformity. If a reported Non-Conformity is determined to be a
Customer-Specific Non-Conformity, then if the Non-Conformity would be fixed as a result of Customer
utilizing the Software in accordance with the Documentation, then Customer shall be obligated to do so.
Dated as of executed by the authorized representatives of Customer and CSC noted below.
Computer Sciences Corporation City of Nashua
By: LGWAbneL Otinn By:
Name: Lawrence Stern Name:
Title: General Manager, P&C Insurance Title:
Date: 4/05/2022 Date:
Rhodes — SR-0020110502 - GDC
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