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imrrtixTeehnc~logy, [n~. <br />n~~~~~~ ie~wnlxt;m~s <br />Response Time <br />Response time shall mean from the time the case priority is set by Kronos' webTA Support Center until a Kronos support representative <br />contacts the Ordering Activity to begin service. Contractor through Kronos utilizes a priority based support focus. Ordering Activity's will be <br />serviced during regular business hours in accordance with the following guidelines: <br />1. High Priority -1 hour <br />2. Medium Priority - 4 hours <br />3. Low Priority - 8 hours <br />4. All response times are business hours. <br />Critical Outages <br />Kronos Support will provide continuous effort on all high priority events through either bug identification, the development of a workaround or <br />problem resolution. If this effort goes beyond regular hours, the case may be passed to anon-business hour's team or to the mission critical <br />support engineer on duty. On-going continuous effort may also be dependent on the customers ability to provide a resource to work with the <br />Kronos Support engineer during this period. Support outside the scope of the services agreement is billable. <br />GS-35F-0265X www.immixtechnolooy.com Page ST-168 <br />