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Severity and Situation Our Expected Response Customer's Expected Response Severity C • First call response in four hours • Accurate contact information on or less case owner Minimum business impact: • Effort during business hours • Responsive within 24 hours • Substantially functioning with minor or no only5 • Submission via phone or web impediments of services • Needs attention within four business hours5 Critical Situation Managers are individuals who are assigned to help dnve prompt issue resolution through case engagement,escalation,resourcing,and coordination. 2We may need to downgrade the seventy level if you are not able to provide adequate resources or responses to enable us to continue with problem resolution efforts 3You may submit online services support requests through the applicable online services support portals 424/7 effort on Severity B issues are not available in all geographies 5Business hours are generally defined as 09 00 to 1730 Local Standard Time,excluding holidays and weekends.Business hours may differ slightly in Customer's locality Customer may be required to perform problem determination and resolution activities as requested by Microsoft. Problem determination and resolution activities may include performing network traces, capturing error messages, collecting configuration information, changing product configurations, installing new versions of software or new components, or modifying processes. Customer is for backing-up Customer's data and reconstructing lost or altered files resulting from catastrophic failures. Customer is also responsible for implementing the procedures necessary to safeguard the integrity and security of Customer's software and data. 2.3.2.Onsite Support. Onsite reactive support provides assistance at Customer's location. This service is subject to Microsoft's resource availability and may require an additional charge per onsite visit. 2.3.3 Development Support Assistance: Help creating and developing applications that integrate Microsoft technologies on the Microsoft platform, specializing in Microsoft development tools and technologies. 2.3.4 Advisory Services. Phone-based support on short-term (typically six hours or less) and unplanned issues for IT Professionals and Developers. Advisory Services may include advice, guidance, root cause analysis, and knowledge transfer intended to help you implement Microsoft technologies in ways that avoid common support issues and that can decrease the likelihood of system outages. 2.3.5 Support Assistance provides short-term advice and guidance for problems not covered with Problem Resolution Service as well as requests for consultative assistance for design, development and deployment issues; including infrastructure support, supportability reviews, application development and access to lab facility to assist with product development,testing, and migration activities. Support Assistance is decremented on an hourly, daily, or per Service fee depending on the type of Support Assistance requested Microsoft will decrement an appropriate number of Support Assistance hours, rounded up to the nearest minute, to cover the value of a daily rate or fixed fee Support Assistance engagement. Customer's Services Resource can provide Customer with the rates applicable to the Support Assistance services requested. If Customer ordered one type of Support Assistance service and desires to exchange it for another, Customer may apply those hours to an alternative service where available and agreed by Customer's Services Resource. 2.4 Designated Support Engineering. Designated Support Engineering ("DSE") services may be purchased as pre- defined offerings or as a block of custom hours that can be used to deliver scoped proactive services.When purchased as hours, DSE service hours are deducted from your total purchased hours as they are utilized and delivered. Pre-defined DSE offerings are tailored to your environment and help you achieve a desired outcome These offerings may have a focus on areas such as Office 365, Azure laaS, Cybersecurity and Dynamics 365, and include required pre-defined proactive services built-in.The focus areas for DSE services: • Help maintain a deep knowledge of your current and future business requirements and configuration of Customer information technology environment to optimize performance • Proactively document recommendations for the use of support services —related deliverables (e.g. supportability reviews, health checks,workshops, and risk-assessment programs) • Help make Customer's deployment and operation activities consistent with Customer's planned and current implementations of Microsoft technologies. • Enhance your IT staff's technical and operational skills • Develop and implement strategies to help prevent future incidents and increase system availability of Customer's covered Microsoft technologies 9.1 SLGE Premier Services Description(NOV2019) Page 6 of 9