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"The use of the term"hour(s)"refers to business hours based on Trimble's regular business schedule,and excludes nights,weekends on d locally- <br /> observed holidays(e.g.,24 hrs equals 3 business days at&hrs a day). "Response'means acknowledgment of the issue via the creation of a case <br /> number.Determination of priority level will occur as soon as practicable thereafter. <br /> „�• ` �;� �` �'i'�� _.� ",.Gy '�. � <br /> < ;s�r�e`c s'_0 <br /> T: �.r', � :y� '� iti.-r3 � <br /> � A <br /> O��P[IA.1. <br /> 40 :�}v�V�s�`�;s���, <br /> 3hau <br /> dt.,. Ek <br /> Impact <br /> Widespread Large Localized Individualized <br /> Urgency Critical P1 P1 P2 P2 <br /> High P1 P2 P2 P3 <br /> Medium P2 P3 P3 P3 <br /> Low P4 P4 P4 P4 <br /> E € <br /> Impact Widespread.More than three quarters of users or devices are <br /> Impact is a measure of the number of users, affected. <br /> sites,or devices affected. -� -- <br /> Large.(1)Multiple sites are affected or(2)between one-half and <br /> three-quarters of users or devices are affected. <br /> Localized.(1)A single site is affected or(2)less than one half of <br /> users or devices are affected. <br /> Individualized.A single or a small number of users or devices are <br /> affected. <br /> Urgency Urgency is a measure of the severity of the issue Critical.Use of Offering as a whole or core functionality Is stopped <br /> on the Customer's operations. with no work around and with severe immediate impact to the <br /> Customer's operations(e.g.,outage). <br /> High. Use of Offering as a whole or core functionality is severely <br /> degraded or a work around is available,and with immediate impact <br /> to the Customer's operations, <br /> Medium.Use of Offering or any functionality is not working as <br /> expected,and can be addressed through education,training,work <br /> around,work order,or a future enhancement. <br /> Low.All other requests that are not the above. <br /> 4. Additional Limitations and Conditions. <br /> (a) Unless otherwise expressly provided by Trimble in writing,Trimble does not support: (€)use of the Offering in a manner other than as <br /> authorized In the Agreement; (ii) conversions of Customer's databases to accommodate new hardware or software,(iii)Customer Data <br /> debugging or manipulation,(iv)recurring support issues where Customer failed to initiate corrective actions previously recommended by <br /> Trimble or to provide information requested by Trimble,(v)implementation,report creation,onsite support,customizations(e.g.,scripting <br /> i <br />