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2.4.1 Initiating Critical Service Requests. The Customer may initiate a Critical Service Request by calling NextRequest directly at 833-698-7778. The Customer will be directed to leave contact information and a detailed description 2.4.2 NextRequest's Response. NextRequest's support staff will contact the Customer within 2 hours of receiving the Customer's report of a Critical Service Request and will work continuously until the issue is resolved or a workaround is available.NextRequest will provide the Customer with regular updates until the issue is resolved and will coordinate with the Customer during Business Hours. 2.5 Customer Responsibilities. The Customer agrees to assist NextRequest as necessary to resolve Service Requests and to provide any information NextRequest reasonably requests, including information necessary to duplicate the issue. The Customer agrees to make available personnel capable of understanding and accurately communicating technical details necessary to enable NextRequest to review issues, and to assist NextRequest in diagnosing issues. 2.6 Bugs and Bug Reporting 2.6.1 Bug Definition. A Bug is defined as any issue where the NextRequest application does not function as intended. It is at the sole discretion of NextRequest staff to determine if an issue is classified as a Bug. None of the Customer's Customer Support hours will be deducted for reporting Bugs. The Customer may submit a Service Request in order to report a Bug. 2.7 Customer Support 2.7.1 Customer Support Definition.Staff time spent by NextRequest assisting the Customer or Customer's representatives after the Service Agreement has been signed is defined as Customer Support.This may include helping users with account creation, account log in, configuration, or understanding features. Customer Support hours exclude: bug reporting and related discussions and fixes;regularly scheduled check-ins with NextRequest staff as specified in the Order Form; and training sessions specified in the Order Form. The Customer may submit a Service Request in order to receive Customer Support. 2.7.2 Premium Customer Support. Customers have an initial amount of Premium Customer Support hours specified in their Order Form. These Customer Support hours will adhere to the Service Request response times outlined in Section 2. Additional "Premium Customer Support" may be purchased as needed. 2.7.3 Regular Customer Support. If a customer has exhausted their Premium Customer Support hours they will continue to receive Regular Customer Support. Customers receiving Regular Customer Support will receive the same level of support regarding Service Requests and