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<br />Incident Reporting Agreement v1.0 Page 7 of 7 <br /> <br />the system. <br /> <br /> <br />We provide our clients with unlimited remote support. Email and telephone-based support is available on <br />weekdays (except for U.S. federal holidays) between 9:00 AM and 5:00 PM Eastern Time. Self-service <br />support is available 24 hours a day via the Knowledge Base, our <br /> where end users can search for solutions to common questions or file a <br />support ticket in which OrangeBoy will provide follow-up via email within one business day. <br />OrangeBoy pledges to make commercially reasonable efforts to maintain access to its application during <br />normal business hours, subject to occasional scheduled downtime for maintenance purposes (typically <br />scheduled for short periods during non-working hours and communicated in advance), unforeseen <br />maintenance and systems outages, and routine testing. <br /> <br /> <br /> <br /> <br /> <br /> <br /> <br />other organizational needs <br /> <br />