Service level agreement
1. Standard Support
Company shall provide support which shall be available Monday through Friday, 9:00 a.m. to 5:00 p.m. India (time-zone), excluding holidays.
2. Response Times
Company will respond to Licensee reports of a problem based on the severity. Upon receipt of a request for support or report of a problem, Company will respond to Licensee with an assigned level of priority based on the response times shown in the following table.