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imxTechnc~lc~gyi Inc.. <br />licenses of the Software. Contractor through Kronos would provide a credit toward the purchase new licenses by the unused portion of their <br />maintenance payment. <br />If the Ordering Activity does not remain current on their maintenance support services before the discontinuance of support, then they will not <br />receive the next version or release of the Software until they reinstate their licenses of the Software. The Ordering Activity must become <br />current on their maintenance and upgrade to the new version or release before the discontinuance of support date to avoid having to purchase <br />new licenses of the Software. <br />If the Ordering Activity did not remain current on their maintenance support services and did not become current on their maintenance <br />supports services before the discontinuance of support, then they will not receive the next version or release of the Software until they <br />purchase new licenses of the Software. <br />Reinstatement of Support Services <br />In the event that Ordering Activity allows Software or Equipment support services to lapse or if Ordering Activity did not originally purchase <br />Software or Equipment support services and wishes to reinstate or procure such services, Ordering Activity must pay the list price for the <br />Support service for such lapsed or un-procured time period, plus a twenty per cent (20%) reinstatement fee in addition to the current support <br />fee for the support option being purchased by Ordering Activity. <br />Gold Support Service Coverage Period <br />Contractor through Kronos provides maintenance support services to their customers during regular business hours. Regular business hours <br />are defined as weekdays, Monday through Friday, between 9 a.m. and 5 p.m. Eastern Time, except on Kronos holidays and Federal holidays. <br />Non-business hours support is available with a 3-day notice from the customer that they will need non-business hours support. Non-business <br />hours are defined as weekday support between the hours of 5 p.m. and 9 a.m. Eastem Time, during any 24-hour period of a Kronos holiday, <br />Federal holiday and on weekends. Non-business support will include additional services fees above the then current annual maintenance fee. <br />Contractor through Kronos will provide on-call Tier 2 and Tier 3 help desk support to diagnose and correct Kronos webTA system problems <br />and bug fixes to the initial configured as tested, accepted, and deployed baseline release. The primary means of support is a 24-hour web <br />interface to a sophisticated request tracking system. Support requests can be submitted at https://kronosfederal.com/support or by calling our <br />toll-free number. Support requests are automatically forwarded to the appropriate support staff. <br />Priority Based Support <br />Contractor through Kronos provides support on a "priority" basis. As such, customers with the most critical request(s) will be serviced first. <br />Kronos webTA Support has set up the following guidelines to assess the priority of each service request: <br />1. High Priority: These items are further defined as either a Blocker issue or a Critical issue and can be marked as such in the ticketing <br />system. A critical customer issue with no available workaround where the system or a module may be down, experiencing major system <br />degradation, data corruption or other related factors resulting in the customer not being able to process their payroll such as: <br />a. Blockerlssues <br />i. Production is down and unable to sign-off Time Cards <br />ii. Actual totals are not accurate <br />iii. Unable to access a critical application function <br />iv. No workaround is available. <br />b. Criticallssues <br />i. Crashes of the system <br />ii. Loss of data <br />iii. Severe memory leak <br />2. Medium Priority: An issue to be marked as Major in the ticketing system. This is a serious customer issue which impacts ability to utilize <br />the product effectively such as: <br />a. Intermittent or inconsistent functionality results or data accuracy <br />b. Data display inaccuracies or inconsistencies <br />c. System performance is inconsistent or fluctuates <br />d. A workaround is available. <br />3. Low Priority: Non-critical problems that are marked as either Minor or Trivial and are generally Use and Usability issues and or "how to" <br />questions such as: <br />a. Minor Issues <br />i. How do I set up a holiday pay rule? <br />ii. How do I run a report? <br />iii. How often should database maintenance be executed? <br />iv. A workaround is available on the customer portal. <br />b. Triviallssues <br />i. Misspells <br />ii. Misaligned text <br />iii. Other cosmetic problems <br />GS-35F-0265X www.immixtechnologv.com rage 5 i- i o i <br />