Service level agreement

The Company shall assist the Customer with any Malfunction or possible Malfunction by telephone, e-mail, or via its Service Cloud during normal operating Support Hours. Specifically, the Company shall:

(a) respond to Service Requests concerning Malfunctions, and classify and prioritize them in accordance with the classification criteria set out below; and

(b) use reasonable efforts to correct, or provide an alternative solution or a workaround for, any Malfunctions within the target time periods set out below.

Category	Classification Criteria	Target Time Period
A	A Malfunction which renders the Product inoperable such that a critical business or operational function cannot be met.	The Company's target shall be to correct such Malfunction or provide an "alternative solution" within 8 Support Hours from notification. During this time, the Company shall provide the Customer with updates on progress at agreed intervals.
B	A Malfunction which renders part of the Product inoperable such that an imminent business or operational function cannot be met.	The Company's target shall be to correct such Malfunction or provide an "alternative solution" within 5 Working Days from notification
C	A Malfunction which has an impact on the functioning of the Product where either (a) a required business deadline is known and has been notified, or (b) the Company has previously provided an "alternative solution" to a Malfunction in category A or B.	The Company's target shall be to correct such Malfunction within 30 Working Days from notification.
D	A Malfunction where a function of the Product operates other than in accordance with the description of the Product in the applicable Documentation.	The Company's target shall be to correct such Malfunction within 120 Working Days from notification, or at its discretion in a future Sub-Release.

Where the Customer disagrees with the classification of a particular Service Request, it shall be entitled to escalate the matter within the Company through the Service Cloud.