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DocuSign Envelope ID:6ADCODA4-8OF1-42F5-A151-C7F99A87D2A7 <br /> • Software development and modification Other general network support tasks <br /> • Router, Firewall, and other devices <br /> support and configurations <br /> DYNAMIC QUEST SUPPORT STANDARD SERVICE LEVEL <br /> AGREEMENT <br /> STANDARD Priority <br /> We will respond to a standard priority issue within 16 business hours. A standard priority issue is <br /> one that must (of course) be addressed, but which is not affecting the ability of your company to <br /> perform its basic operations. <br /> MEDIUM Priority <br /> We will respond within 8 business hours. This is a pressing issue, but not the type that presents <br /> an immediate threat to your business. <br /> HIGH Priority <br /> We will respond within 2 hours. This is an urgent situation in which (for example) a server is down <br /> and your company's productivity is being seriously affected. If your need is urgent, please call. An <br /> emailed request will automatically be assigned to the standard priority category. <br /> These priorities reflect our guaranteed response times. <br /> PROPOSAL INVESTMENT <br /> Proposal costs and appropriate terms and conditions follow in the remaining sections of this <br /> proposal. The offer detailed here will be valid for thirty (30) days from the date of this document. <br /> Hardware and Software prices are subject to availability and may vary from this proposal even <br /> within this 30-day guarantee. <br /> Block Hours <br /> Number of Hours in Block: 148 hours Total Block Cost: $20,000.00 <br /> Block hours are a prepaid block of hours that can be used for all services offered by Dynamic <br /> Quest. The term limit is one year to use the hours and blocks can be renewed when exhausted. <br /> Block hour rates are less than time and materials. A minimum of 20 hours is required with the <br /> amount above 20 being the client's discretion. <br /> 010 DYNAMIC <br /> QUEST;` Dynamic Quest // 336.370.0555 // dynamicquest.com Page:3 <br />