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DocuSig� Envelope ID: CD64977C-17FD-49F0-9672-81D6326AF370 <br />Critical <br />High <br />1 Business <br />Hours <br />8 Business <br />Hours <br />Medium 24 Business <br />Hours <br />Low 72 Business <br />Hours <br />Within 4 hours <br />from actual <br />response <br />• Satisfactory workaround is provided <br />• .Product patch is provided <br />• Fix incorporated into future release <br />• Fix or workaround incorpo rated into Solution Library <br />Within 36 hours • Satisfactory workaround is provided from actual <br />response <br />Within 15 Business Days <br />• Produ'ct patch is provided <br />• Fix incorporated into future release <br />• Fix or workaround incorpo rated into Solution Library <br />• Answer to question is provided <br />• Satisfactory workaround is provided <br />• Fix or workaround incorporated into Solution Library <br />• Fix incorporated into future release <br />Within 30 • Answer to question is provided through FAQ, Knowledge Base, Business Days or through trained customer subject matter experts (SME) <br />• Fix or workaround incorporated into Solution Library <br />Ecolane USA, Inc. 940 West Valley Road, Suite 1400, Wayne, PA 19087 <br />482 I -6909-603 8. I <br />610-31 2-0033 <br />Docusign Envelope ID: 30116525-3CA0-44BF-A300-567E64354BC7