Severity

Initial Response Time

Effect

Target Resolution Time

1 (Critical)

2 business hours

Defect prevents all useful work from being done, material defects in essential functions for which no non-manual workaround exists; or Defects that cause a material loss of data, high-risk security breach or Hosted Service disruption.

If a Severity 1 Defect occurs during normal operating hours (8:30 am – 5:30 pm AEST weekdays), Zavanti will begin immediate and continuous efforts to reproduce and resolve the Defect, and will carry out those efforts until the Defect is resolved.

Zavanti will use reasonable efforts to resolve all Severity 1 Defects in the shortest time possible, and will review status with Customer on a daily basis or more frequently, if requested.

2 (Major)

Next Business Day

Defects that disable essential functions but for which a non-manual workaround exists, defects that block systems test or deliverables, or defects that violate the material specifications in the Documentation, or Service component malfunction or low-risk security breach.

If the Defect is a Severity 2 issue, Zavanti will begin efforts to reproduce the problem no later than the opening of the next business day after receipt of the issue by Customer.

Zavanti will use reasonable efforts to resolve Severity 2 problems as rapidly as practical, but no later than the next Update after reproduction of the Defect.

3 (Minor)

2 Business Days

All other issues.

Severity 3 Defects will be addressed in Service Provider’s normal Update. For Hosted Service the consultant reports by the end of the next working day.

4 (Enhancement request)

N/A

Functionality requested which is not available in standard operations of the software.

Item will be considered for future releases.

Resolution is discussed and agreed to by both parties as to a reasonable timeframe for completion.