EXHIBIT A - BUG FIXES
Program Errors will be handled as follows: Upon lessor's receipt of an
error report and test case from the lessee's designated technical contact,
lessor will take corrective action so as to remedy the reported problems within
the following time schedule.
| Classification |
|
Remedy |
|
|
1st Level |
2nd Level |
Final Level |
| X |
8 hours |
Constant Effort |
Within 60 days |
| A |
8 hours |
8 days |
70 days |
| B |
48 hours |
12 days |
100 days |
| C |
10 days |
N/A |
150 days |
The bug/errors are classified by Lessee and are as follows:
- X-FATAL: Errors preventing all useful work from being done.
- A-SEVERE IMPACT: Errors which disable major functions from being
performed.
- B-DEGRADED OPERATIONS: Errors disabling only certain non-essential
functions.
- C-MINIMAL IMPACT: All other errors.
The remedies for each error classification at each level specified above
are:
- 1ST LEVEL: Acknowledgment of receipt of error report with written
confirmation delivered to Lessee during the next business day.
- 2ND LEVEL: Patch or work-around, temporary fix, or update of major
release. Including applicable document changes.
- FINAL LEVEL: Official fix, update, or major release, including
applicable document changes. For this purpose a day is defined as a 24-hour
period, regardless of whether work is scheduled during that period.