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DocuSign Envelope ID:9D6029B6-6E55-4FOD-8B38-05A477C62908 <br /> Attachment D <br /> unavailable and a days <br /> workaround is not <br /> available to restore <br /> functionality. <br /> 4 You experience a loss of 2 Within next two <br /> service where non- business version releases. <br /> essential functionality is days <br /> unavailable. The impact <br /> is an inconvenience or a <br /> Circumvention <br /> Procedure is available. <br /> 5 A cosmetic or minor 2 Customer will be notified Issue may be <br /> issue that does not b in advance when a fix will resolved at <br /> impact the operation of a days be available. AutoMon's <br /> y discretion at a <br /> software. future date <br /> 6 All Enhancement 4 These requests <br /> requests,usage business are outside the <br /> questions, or requests for days scope of our training. Also reported maintenance <br /> obligations <br /> problems that are caused <br /> by customer computers, <br /> local environments, <br /> networks or third party <br /> software. <br /> Definitions <br /> a. "Circumvention" or "Circumvention Procedures" shall mean, as applied to a Documented <br /> Defect, a change in operating procedures whereby the Customer can reasonably avoid any deleterious <br /> effects of such Documented Defect. <br /> b. "Documented Defect" means a failure of the Licensed Software to properly perform any of its <br /> intended functions. The Customer must use reasonable effort to document a Documented Defect with <br /> sufficient information to recreate the defect, including,but not limited to,the operating environment, data <br /> set, and user, and the Customer must deliver such information to AutoMon concurrently with its <br /> notification to AutoMon of such defect. The Customer shall use all reasonable efforts to eliminate any <br /> non-application related issues prior to its notification to AutoMon of such defect, including, but not <br /> limited to, issues related to the network, user training and data problems not caused by the Licensed <br /> Software. Any technical or other issue for which the Customer requests services, but which is not a <br /> Documented Defect, shall be treated as a request for additional services requiring a Change Order. <br />