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replacements at Farragut's list prices, unless otherwise agreed in writing by Farragut and Customer. At <br />Customer's request, Farragut will provide to Customer a written schedule of Farragut's then prevailing <br />rates and list prices. Before undertaking such work, Farragut will notify Customer if there will be any <br />additional charges for support services. <br />3. CSC Resr~onse Goals. <br />3.1 Upan receipt of a support request from Customer, a CSC consultant wilt review the <br />information and assign a sevedty for urgency of response according to the following list: <br /> <br />1 Major critical functionality is not <br /> operating. <br />2 Non-critical but major functionality <br />' is inoperative. <br />_ <br />3 y Sys#em feature is malfunctioning <br /> or inoperative. <br />4 ~ Cosmetic in nature. <br />3.2 A CSC consultant will communicate to Customer a Response based upon the severity of <br />the problem. "Response" is defir7ed as a communication with Customer of the status of problem, analysis or <br />potential remedies, or workarounds. The Response goats for a support request received during normal <br />working hours are shown in the f©Ilowing cable: <br />1 Within 1 business hour <br />2 Within 1 business day <br />3 ~ Within 2 business days <br />4 Will determine if it should be <br />included in a future maintenance <br />release. <br />3.4 CSC Reques# Escalation. <br />(a) Upon receipt of a Severity 1 support request, the CSC manager will be notified to <br />ensure tha# appropriate Farragut resources are focused on returning the affec#ed system to operation as <br />soon as possible. <br />(b) Cus#omer will be notified of the curren# status and projected closure target on each <br />unresolved support request, which will be tracked and reported until resolved. <br />3.5 Remote Diagno~ttcs. The CSC consultant, subject matter expert, accounf manager, or other <br />Customer support personnel may utilize remote access capability to assist with system diagnosis and/or <br />corrective action. Customer direct participation may or may not be required during remote access <br />operations. However, in either case, all use of remote access capability will be coordinated with Customer in <br />advance. <br />4. Customer Res nno sibilities. <br />4.i Systems Oper~iion. Customer retains responsibili#y for the day-today management of the <br />system and Software, including tine backup system. <br />4.2 Customer CCP who will serve as the primary interface between Farragut's support team <br />and Customer. The responsibilities of the Customer CCt' include the following: <br />-14- <br />