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LANSA TECH SUPPORT: Service Level Agreement

2015

SLA Summary

Hours of coverage

Support channel

24 x 7 Production Support (Severity A) 8:30AM to 5PM Central time (Severity B,C,D,E) web/email/phone

Initial response times

Severity

A - Critical Production System Down B- Suspected issue in the LANSA software

stopping development

C -Normal Priority D -How-to” question including third party software assistance E - Enhancement Request

1 hour 4 hours 4 hours within 5 businesss days Notification of Acceptance within 5 businesss days

Services included Support Portal Knowledgebase New releases of software EPCs Implementation support How to

SUPPORTED Production applications

NOT SUPPORTED Wholesale application debugging

Supported platforms (see website)

3rd party products

Scope of coverage

Page 2

Installation & upgrades of standard software

Non-supported platforms Customization or integration effort

Usage Configuration of LANSA IDE & Runtime Diagnosis & error correction LANSA licensing Enhancement and change request logging ADVICE PROVIDED Application architecture & design, best practices Development Best practices LANSA business application usage, best practices Tuning How-to

Business application configuration

Specific training & education

lansa sla 2015.doc

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A Policy

Production system not usable, workarounds are not available

D Policy

"How to" will be processed by an appropriate resource (Subject Matter expert) "How to" will be scheduled a t mutually agreeable times within normal business hours It will be processed in accordance with service level It will include hands on instruction via phone/web support a t a n a greed time where appropriate It will be limited to 4 hours of time "How to" requests requiring time or effort beyond this require a professionall services engagement

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