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10.        Service Levels. <br />a.      DYNAMIC QUEST will respond to DYNAMIC QUEST management system generated alerts and Customer <br />reactive support requests within the following timeframes:  <br />                                                     i.     High Priority – Initial Response within 2 hour <br />                                                   ii.     Business hour Medium Priority – Initial Response within 4 business hours <br />                                                  iii.     Business hours Standard Priority– Initial Response within 8 Business hours <br />                    b.   DYNAMIC QUEST Service Desk is a 24x7x365 workstation support service. <br />  <br />Page: 4 of 13 <br />DocuSign Envelope ID: BFF5690F-4716-4836-B8D9-3E84C4C21608DocuSign Envelope ID: 794DFC24-0B3E-4B79-89C7-5EB660107E4B