Prioritized Response Targets

Information Request

2 Business Days

Technical Issue

1 Business Day / 4 Business Hours

Service Outage

30 Minutes

2 Hours

Technical Support Access

Email Access

Named Support Contacts*

3

-

24x7 for Service Outage; 24 x 5 for Issues or Requests

Information Request

Low

Information requests include account questions, password resets, and feature questions. Cisco personnel will be assigned to work on the resolution at the time of response or as soon as practicable thereafter.

Technical Issue

Normal

Issues include technical questions or configuration issues related to Customer’s account that moderately impact Your ability to use Cisco Cloudlock(partialnon-critical loss of use with with medium-to-low business impact, short term workaround is available but not scalable). Cisco will work on the resolution continuously during business hours until either the issue has been resolved, or a plan has been developed and mutually agreed upon between You and Cisco.

High

Issues related to Customer’s account that significantly impact Your ability to use Cisco Cloudlock(ie: Service is operational but highly degraded, important featureis unavailable with no work around, or key functionality is impaired). Cisco will work on the resolution continuously during business hours until either the issue has been resolved, or a plan has been developed and mutually agreed upon between You and Cisco.

Service Outage

Critical

Issuesinclude System outage, production service is unusable, data loss or critical feature(s) unavailable. Cisco will work on the resolution on a 24×7 basis to either resolve the issue, or develop a reasonable workaround.