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DocuSign Envelope ID:7DCC2B8A-E44C-4172-BF52-8A8B6D647BED <br /> 59 <br /> Before undertaking such work, Farragut will notify Customer if there will be any additional charges for <br /> support services. <br /> 3. CSC Response Goals. <br /> 3.1 Upon receipt of a support request from Customer,a CSC consultant will review the information <br /> and assign a severity for urgency of response according to the following list: <br /> 1 Major critical functionality is not <br /> operating. <br /> 2 Non-critical but major functionality <br /> is inoperative. <br /> 3 System feature is malfunctioning <br /> or inoperative. <br /> 4 Cosmetic in nature. <br /> 3.2 A CSC consultant will communicate to Customer a Response based upon the severity of the <br /> problem. "Response" is defined as a communication with Customer of the status of problem, analysis or <br /> potential remedies,or workarounds.The Response goals for a support request received during normal working <br /> hours are shown in the following table: <br /> 1 Within 1 business hour <br /> 2 Within 1 business day <br /> 3 Within 2 business days <br /> 4 Will determine if it should be <br /> included in a future maintenance <br /> release. <br /> 3.4 CSC Request Escalation. <br /> (a) Upon receipt of a Severity 1 support request, the CSC manager will be notified to <br /> ensure that appropriate Farragut resources are focused on returning the affected system to operation as soon <br /> as possible. <br /> (b) Customer will be notified of the current status and projected closure target on each <br /> unresolved support request,which will be tracked and reported until resolved. <br /> 3.5 Remote Diagnostics. The CSC consultant, subject matter expert, account manager, or other <br /> Customer support personnel may utilize remote access capability to assist with system diagnosis and/or <br /> corrective action. Customer direct participation may or may not be required during remote access operations. <br /> However, in either case, all use of remote access capability will be coordinated with Customer in advance. <br /> 4. Customer Responsibilities. <br /> 4.1 Systems Operation. Customer retains responsibility for the day-to-day management of the <br /> system and Software, including the backup system. <br /> 4.2 Customer CCP who will serve as the primary interface between Farragut's support team and <br /> Customer. The responsibilities of the Customer CCP include the following: <br /> (i) Provide Customer contact information and inform Farragut of any changes before they <br /> occur. <br /> (ii)Insure basic troubleshooting and a complete analysis of system problems using internal <br /> Customer resources prior to referring a problem to Farragut. <br /> (iii) Before submitting a support request to the CSC, gather and record the information <br /> - 14- <br />