- Exhibit A -

Abacus Service Level Objectives for Managed Service Clients.

Priority

Definition

Response Target

Resolution Target

Priority 1

Most users affected, interfering with critical company operations, complete network, or systems malfunction

30 Minutes

1 Hours

Priority 2

More than one user affected may interfere with critical company operations, partial network, or systems malfunction

1 Hours

2 Hours

Priority 3

One user is affected, does not interfere with critical company operations, network, and systems operating as expected

2 Hours

4 Days

Priority

Definition

Response Target

Resolution Target

Low

Typically, a project, inquiry, research, or job that does not require immediate attention

4 Hours

3 Days

Normal

One user is affected, does not interfere with critical company operations, network, and systems operating as expected

2 Hours

4 Hours

High

More than one user affected may interfere with critical company operations, partial network, or systems malfunction

1 Hours

2 Hours

Critical

Most users affected, interfering with critical company operations, complete network, or systems malfunction

30 Minutes

1 Hours

- Exhibit A -

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