Enterprise Support Services Addendum

a. Priority Level Definitions. “Priority Level” means the classification that denotes the severity of an Error. An “Error” is any error, defect, degradation or malfunction. Priority Levels will be assigned by Customer, acting reasonably, when placing the relevant support request with PDI, in accordance with the following criteria:

Priority Level	Criteria
Priority 1 Error	(i) causes the relevant Software to be unavailable, cease operating or operation to be materially impaired; (ii) may cause the deletion, impairment, damage or corruption of any Customer Data or system; and/or (iii) may have a material adverse impact on the business of Customer
Priority 2 Error	causes a significant function of the Software to be impaired although it still operates
Priority 3 Error	causes a minor function of the Software to be impaired which adversely affects, or is likely adversely to affect, the business of Customer
Priority 4 Error	causes a minor function of the Software to be impaired, but there is no likely adverse effect on the business of Customer

b. In Region Support Hours. PDI’s in region support hours based on priority level are as shown below, based on Customer’s region.  Helpdesk Support requests received during business hours are logged, reviewed, and assigned to the best possible support analyst, based on knowledge and availability.  Support requests received after hours, on weekends, or during holidays other than those with an urgency of “P1-System Down” are logged and assigned on the following business day. Cases with a P1 urgency must be logged directly by phone or on PDI Connections. 

Priority	EMEA Region	APAC Region	Americas Region
P1	N/A	N/A	24x7x365
P2	N/A	N/A	7:00am – 6:00pm CT (U.S.) Monday to Friday excluding major holidays
P3 – P4	N/A	N/A	7:00am – 6:00pm CT (U.S.) Monday to Friday excluding major holidays

c. Support Response. Upon receipt of a support request, PDI will promptly:

i. allocate a unique support request ticket;

ii. acknowledge receipt of the support request (via telephone or email) and notify Customer of the ticket reference allocated;

iii. commence diagnosis and correction of the relevant Error; and

iv. complete the same (by way of implementation of an Error correction or workaround), all as soon as possible and, in any event, in accordance with the relevant timeframe (depending on the Priority Level) set out in subsection (c) below.

The activities in (i), (ii) and (iii), collectively, constitute a response to the relevant support request and are all required for such support request to be deemed to have been responded to. If the support request relates to a Priority 1 or 2 Error, PDI will additionally notify Customer of the engineer assigned to the support request who will undertake corrective maintenance in an expeditious manner, keep Customer advised of progress (including the steps taken to correct the Error) and the expected time for correction of the Error, and notify Customer of completion of the same. PDI may request that Customer provide additional information that is reasonably necessary to diagnose and correct the relevant Error.

d. Support Request Summary. Within ten (10) days after the last day of each month, PDI will provide Customer with a complete summary of all support requests and any other issues, questions or requests communicated by Customer to Supplier’s helpdesk or other support or escalation channel. Such summary will include ticket reference, summary, description, priority, status, date opened, resolution utilized, and (if available) date closed.

e. Support Service Level Response and Resolution Times. The initial response and resolution times (which may include a workaround) are based on cases that do not require defect resolution or code change and shall be as follows:

Priority Level	Response Time	Resolution/Workaround Time (Target 90%)
Priority 1 Case	30 minutes	4 hours
Priority 2 Case	4 business hours	5 business days
Priority 3 Case	8 business hours	14 business days
Priority 4 Case	8 business hours	14 business days