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<br />4 <br /> <br />www.viriciti.com <br /> Severity 3 issues will be resolved in principle within 15 working <br />days of being raised. <br />SEVERITY 4 – MINOR <br />Definition Minor Incident affecting a small number of Users, technical inquiry <br />or ‘how to’ question relating to Service functionality. <br />Response ViriCiti will respond within 36 hours. <br />Service level commitment ViriCiti will work during the Support window until a resolution has <br />been provided or a work-around implemented. If the problem is <br />determined to be a Defect, this will be considered for correction in <br />a future Release. <br /> Severity 4 issues will be resolved in principle within 20 working <br />days of being raised or in a future release without a specific <br />timeframe. <br /> <br />All mentioned response times are only valid within the Support window 4 and when the issue is reported <br />via the official Support lines5. These statements are applicable for all our products, but for our Smart <br />Driving product we have additional procedures6. <br />If the incident is already mentioned on our status page, we do not have to adhere to response times if <br />the customer reports it. <br />Resolution > the designated term < twice the designated term: 10% service credit. <br />Resolution > twice the designated term < four times the designated term: 30% service credit. <br />Resolution > four times the designated term: 100% service credit. <br />Service credits specified in this clause are a percentage of the License fee for one month and will be <br />credited to the next invoice issued to Client; if no such next invoice is to be issued to Client, ViriCiti will <br />reimburse the amount of the Service credits to Client. <br /> <br /> <br /> <br /> <br />4 For detailed information about or Support window and business days we refer to Annex I of this document <br />5 For detailed information about our official support lines we refer to Annex II of this document <br />6 For detailed information about the additional procedures for our Smart Driving product we refer to the annex III <br />of this document