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C7 1(.711 r..0. M Clients under a labor-based maintenance contract will be covered under the Billing and Service Delivery Schedule below unless specifically altered under the contract. BILLING AND SERVICE DELIVERY SCHEDULE Response Times: GigaKOM provides a 24-hour Client Service Center access number and an on-line trouble ticketing portal. For tickets opened via one of these methods, GigaKOM will provide the following during standard working hours: Response Times and Escalation Schedule Priority Description Response Escalation Policy Billing Rate for Services Times Critical Network down or 1 Hour: 1 Hour:Service Critical tickets are billed double (Priority 1) critical impact to Diagnostics Supervisor rate with a minimum 2 hour billing, business begin operations. 2 Hour: 8 Hours Director Standard labor terms apply GigaKOM and end technician of Operations user will provide assigned full-time resources 24Hours: to the situation Next Business President/CEO resolution Day or better: onsite dispatch if necessary High(Priority Operations of a 2 Hour: 4 Hour:Service High priority tickets are billed at a 2) Network are Diagnostics Supervisor one and a half(1 1/2)rate with severely degraded; Begin minimum 2 hour billing. client business 24 Hours: operations are 4 Hours: Director of Standard labor terms apply. negatively Technician Operations impacted. assigned GigaKOM and end 48 hours: user will commit Next Business President full-time resources Day onsite during normal dispatch if business hours to necessary address situation. Medium/ Operational 4 to 8 Hours: 24 Hour:Service Billing rate as quoted. Normal performance of the diagnostics Supervisor (Priority 3) network is and technician Standard labor terms apply. impaired.Business assigned 48 hours:Director functions remain of Operations functional. onsite GigaKOM and end dispatch(if 72 Hour: user are willing to required)as Department commit resources scheduled with Manager during standard End User. business hours to restore service to satisfactory levels. Low(Priority 4) Assistance or 8 Hour: 72 Hours:Service Billing rate as quoted. information Initial Supervisor requested. response. Standard labor terms apply Typically,product capabilities, Installation or configuration issues. (all times listed are based on standard working hours) HQ: 9245 Activity Road,Suite 105 1 San Diego, CA 92126 1 Phone: 858-769-5408 1 Fax: 858-565-2453 18