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Docu Sign Envelope ID: 12A36A20-ADDO-44FC-AE.18-36EE08EF3ED9 <br />Service Level Agreement <br />Severity of <br />Description <br />Initial <br />Follow up <br />Corrective <br />Customer Issue <br />Response <br />Status <br />Action <br />'1-imes <br />Times <br />Tiniest°, <br />ONE (1) <br />Customer's production use of the Lawson <br />I hour <br />2 hours <br />3 business <br />Application is stopped or so severely impacted that <br />(24 x 7") <br />(24 x 7*) <br />days <br />C;llstolller cannot reasonably continue work <br />(24 x 7") <br />TWO (2) <br />Important features in the Lawson Application are <br />4 hours <br />4 hours <br />10 bus rc5% <br />unavailable with no acceptable workaround. <br />days <br />Customer's implementation or production use of the <br />Lawson Application is continuing, however, there is <br />a Serious impact on the Cusunner's productivity <br />and/or service levels. <br />THREE (3) <br />Important features in the Lawson Application are <br />12 hours <br />72 hours <br />None <br />unavailable, but a workaround is available or less <br />significant components in the Lawson Application <br />are unavailable with no reasonable workaround. <br />Customers work regardless or the environment or <br />product usage, has experienced a minor loss <br />of service or functionality. <br />FOUR (4) <br />An error exists in the Lawson Application. but <br />5 business <br />None <br />None' <br />Customer's work or usage of the Application is not <br />clays <br />impeded or there are only minor interruptions in <br />Customer's normal operations_ <br />Customer requests information, an enhancement or <br />documentation clarification regarding the Lawson <br />Application. but there is no impact on the operation <br />of the Lawson Application. <br />t Nogalis cannot guarantee final corrective action time on situations thatrequire collaboration, input and deliverables from <br />Customer, 3" party vendors (e.g. hardware vendors or payroll software vendors, etc.) or Infor. <br />2 Nogalis cannot guarantee final resolution time on situations that are dependent on coordination of future releases, cyclic <br />or point releases. <br />3 For enhancement requests, Nogalis will commit to providing Customer a Product Requirements Document within <br />fourteen (14) business days, depending on the complexity of the request and research effort required. <br />City Council 18 — 15 4/6/2021 <br />