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3. Licensee Obligations <br />(a) The Licensee shall maintain, at Licensee's expense, a secure high speed internet connection <br />through which to access its hosted Software. <br />(b) The Licensee shall appoint a designated point of contact and two alternate points of contact for its <br />interactions with ESi. Licensee shall provide ESi with the name, job title, physical address, telephone <br />number, facsimile number and electronic mail address for each of the contact persons. Licensee shall <br />keep such contact information up-to-date and promptly notify ESi, in writing via electronic mail, of any <br />changes. <br />(c) The Licensee shall use reasonable security precautions in connection with the use of services <br />provided under this Agreement. <br />(d) The Licensee is responsible for any and all use and access to the Hosted System and Hosting <br />Services by its employees, agents, contractors and permitted users of the Software and Hosting Services. <br />(e) The Licensee shall make best efforts to notify ESi in writing, via electronic mail or facsimile, of <br />any planned non -emergency use of its Software, such as the occurrence of training sessions, drills and <br />exercises, to aid ESi with the planning of any scheduled outages. <br />(f) The Licensee shall promptly notify ESi Customer Support of any identified Hosting Services <br />outage that impairs Customer access to its Software so that ESi may manually activate the redundant ASP <br />Environment and immediately commence work to restore service to the primary ASP Environment. <br />4. Service Level Assurances; Service Warranty <br />(a) All support calls received from Licensee shall be logged and tracked in the ESi customer <br />support system as a "Customer Support Ticket." Each Customer Support Ticket shall include an <br />initial assessment of the Severity Level of the request for support: <br />Severity Level <br />Definition <br />ASP 1 <br />Hosting Services are not accessible to <br />Licensee via a public internet connection. <br />ASP 2 <br />Hosting Services are accessible, but <br />performance is reduced or impaired. <br />Software, Severity 1 <br />Any and all errors which, individually or <br />collectively with other errors, prevent <br />Licensee or permitted users of Licensee <br />from performing useful work or are <br />deemed by Licensee or any of its permitted <br />users to be fatal to the operation of the <br />Software. <br />Software, Severity 2 <br />Any and all errors which, individually or <br />collectively with other errors, disable major <br />functions of the Software from being <br />performed and are deemed by Licensee or <br />any of its permitted users to have a severe <br />impact on the operation of the Software. <br />Rev 01/13/2014 <br />