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DocuSign Envelope ID:8541D12F-A676-4A42-BOEE-OF54104EE073 <br /> *4 nwn <br /> Innovation Delivered <br /> Service level agreements <br /> Service Levels will be calculated and reported monthly, and measured quarterly. Service Levels apply to support <br /> tasks based on priority and applicable service. Priorities are defined as follows: <br /> SupportPriority Level Definition for Monitoring& Management <br /> Priority 1 • A critical system or service is unavailable, causing a severe impact on operations. <br /> There is no alternative, redundant or back-up to this system or service. <br /> Priority 2 . A critical system or service is slowed or interrupted, however a work-around is in <br /> place so that operations can continue. <br /> • A service interruption is occurring on a non-critical system or service. <br /> Priority 3 . The functionality of a non-critical system or service has been degraded. <br /> • An error has been detected that is not affecting service performance or availability. <br /> Service Service Level Agreement <br /> All Services <br /> Support Staff NWN's NOC Operations Center will be staffed 7 X 24 X 365 <br /> Speed of Answer 90% of phone calls to the NOC will be answered within 60 seconds.' <br /> Abandonment Less than 3%of phone calls to the NOC will abandon after 60 seconds.' <br /> Email Cases will be created in NWN's Case management system within 15 <br /> minutes of email arriving 95%of the time <br /> Patch Management <br /> Patched Deployed 95% of all supported patches available for deployment will be deployed <br /> to the customer's devices within 2 business days. <br /> Emergency Patching 95% of all Microsoft emergency 0 Day patch requests will be deployed <br /> to the customer's devices within 48 hours of the patch release date <br /> from the vendor pending ASE and/or Customer approval. <br /> Measured Monthly across all clients <br /> Measured Monthly across all clients <br /> a Measure across all customers <br /> Page 6 of 8 <br /> This document is the property of and is proprietary to NWN.It is not to be disclosed in whole or in part without the expressed written consent of NWN,shall not <br /> be duplicated or used,in whole or in part,for any purpose other than to evaluate NWN's proposal,and shall be returned upon request.(v6) <br />