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DocuSign Envelope ID:CD64977C-17FD-49FO-9672-81 D6326AF370 <br /> Severity Target Target lei Solution (11 or more of the following) <br /> Response <br /> Critical 1 Business Within 4 hours Satisfactory workaround is provided <br /> Hours from actual <br /> response Product patch is provided <br /> • Fix incorporated into future release <br /> • Fix or workaround incorporated into Solution Library <br /> High 8 Business Within 36 hours . Satisfactory workaround is provided <br /> Hours from actual <br /> response • Product patch is provided <br /> • Fix incorporated into future release <br /> Fix or workaround incorporated into Solution Library <br /> Medium 24 Business Within 15 . Answer to question is provided <br /> Hours Business Days <br /> • Satisfactory workaround is provided <br /> • Fix or workaround incorporated into Solution Library <br /> • Fix incorporated into future release <br /> Low 72 Business Within 30 . Answer to question is provided through FAQ, Knowledge Base, <br /> Hours Business Days or through trained customer subject matter experts (SME) <br /> • Fix or workaround incorporated into Solution Library <br /> Ecolane USA, Inc. 940 West Valley Road, Suite 1400,Wayne,PA 19087 610-312-0033 <br /> 4821-6909-6038.1 <br />