The support desk maintains regular business hours of 8:30 AM to 5:30 PM Central, Monday through Friday. Tickets and calls will respond to only during these hours, with the exception of a system outage.

1. Platform Maintenance Windows

Supplier shall maintain the Platform Availability to be 24×7 and 365 days a year. Supplier agrees to conduct the necessary maintenance activities such as patching, new releases, data maintenance, and hardware tuning etc. during the pre-scheduled, fixed time slots of the month. For the purpose of this agreement, the Maintenance Window is the first Saturday between 12:00am and 5:00am US Central Standard Time (CST), each month.

2. Incidents Management

This section defines response and resolution standards applicable to the Supplier’s Services.

The table below lists standard priority classifications that customer(user) shall use to classify each incident reported to Supplier. Response Time describes the window in which Supplier shall acknowledge the incident and communicate an explanation of the nature of the incident to customer(user). Supplier shall resolve issues within resolution timeframes. In addition, Supplier agrees to communicate incident resolution status to customer(user) in accordance with Frequency of Communication as defined below as progress is being made to resolve the reported incident.