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48 <br />■Is it an isolated incident or on going? <br />■IT contact name, if applicable <br />Escalations: <br />If at any point you need to escalate an issue during regular business hours, feel free to contact Arnold Cota, Team <br />Lead-SAS NC HealthConnex Technical Support, at 919-531-3372 or Arnold.Cota@SAS.com. It is helpful if you <br />can provide your SAS supplied 10-digit Track number (see details on the 10-digit Track number below). <br />Severity Levels and Response Times: <br />Sev <br />Level Condition Initial <br />Follow-up*Update Frequency <br />1 <br />Critical: A critical SAS NC HealthConnex <br />production system is down or does not function <br />at all, and there is no circumvention or <br />workaround for the problem; a significant <br />number of users are affected, and a production <br />business system is inoperable. <br />30 minutes Every day <br />2 <br />High Severity: A component of SAS NC <br />HealthConnex is not performing, creating <br />a significant operational impact. There is no <br />circumvention/workaround for the problem. <br />1 hour Every 2 business <br />days** <br />Note: All Severity 1 and 2 issues occurring outside 8 am to 8 pm ET must be submitted via <br />phone to guarantee response times listed. <br />3 <br />Medium Severity: A component of SAS NC <br />HealthConnex is not performing as <br />documented; there are unexpected results; a <br />workaround is available; there is moderate <br />operational impact. <br />2 hours***Every 3 business <br />days <br />4 Low Severity: No operational impact to NC <br />HealthConnex 1 day***As agreed upon <br />* For problems that are assigned to a Technical Support consultant, initial follow-up is defined <br />as the time between when the problem is initially reported and the specialist contacts the <br />customer. For problems that require further research by the consultant who initially received the <br />problem, initial follow-up is defined as the time between the initial contact with the consultant <br />and a follow-up call. <br />** Follow-up as agreed upon by Customer Management and SAS Technical Support <br />Management <br />*** Does not include weekend or other non-business days <br />DocuSign Envelope ID: 47B4445A-C7CA-4D2E-9075-2AFD82F82DEC