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.

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