2.6 Service Order Priority Definitions

(a) High – Priority 1

Issue logged as a result of severe impact to the Client’s business operation. A major feature of the Service(s) is unusable or has caused loss of data. Services cannot be provided to the Client. The Client’s production will be affected immediately if unresolved (ie no work can be performed by a department or area, for example, no payroll can be completed on pay day).

(b) Medium – Priority 2

Issue logged as a result of significant impact to the Client’s business operation. A major feature of the Service(s) is unstable or unreliable. Services can be provided to the Client. The Client’s products will be affected within several days if not resolved.

(c) Low – Priority 3

Issue logged as a result of insignificant impact to the Client’s business operation. Most features of the Service(s) is functional with little impact over time. A major feature requires enhancements or fixes. The issue may affect long term productivity if left unresolved.

(d) Planned – Priority 4

Information or assistance is required on Service features or documentation. There is little or no impact to the Client’s operation and no loss of functionality.

2.7 Client Responsibilities

(a) Contact Information

The Client must provide the contact details of staff that will liaise with Cymax when Support Notifications are being investigated. Contact details should be emailed to Cymax’s Support Desk.

(b) Service Order Reporting

The Client is responsible for logging any Faults to the Support Desk following the Support Notification logging process set out in this Agreement.

(c) Query Reporting

The Client is responsible for logging any queries to the Support Desk following the Support Notification logging process set out in this Agreement.

(d) Testing

The Client is responsible to assist in testing when Cymax is unable to test the Services when dealing with Support Notifications or carrying out proactive maintenance.

(e) Client Acknowledgements

The Client acknowledges that:

(1) the Response Times for each Support request call is measured from the time at which the Cymax Support Desk receives the email from the Client up until the time the specific person allocated by Cymax calls back the nominated Client representative;

(2) the Issue Resolution Time for each call is measured from the time the specific support person assigned by Cymax contacts the Client’s representative up until the time taken to rectify the Fault or Query or if not rectified, represents the elapsed time for active Support Services up to that point in time; and

(3) should it be required, the on-Site Support Services Response Time for each Support request is measured from the time the specific support person assigned by Cymax contacts the Client’s representative remotely and deems the Fault to unresolvable remotely up until the time taken for a Cymax support person (or representative or subcontractor) arrives at the Site to rectify the Fault or if not rectified, the elapsed time for active Support Services up to that point in time. Cymax reserves the right:

(A) to charge the Client for any Support Services which are required at any Site in accordance with the Rate Card; and /or

(B) to charge the Client in accordance with the Rate Card if no Fault is found by Cymax, unless such support services are otherwise included in a separate written agreement between Cymax and the Client, all additional fees are payable by the Client in accordance with the terms of this Agreement.