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B. During Normal Business Hours: Customers may call a dedicated ACID at 615.794.2307. If all TSC personnel are busy assisting other customers, the call will go to voice mail 1. If a Routine Call occurs during Normal Business Hours, as defined below, the caller should leave a message with their name, company name and ID, telephone number and a brief description of the reason for the call. Routine calls received during Normal Business Hours will be returned within four (4) hours; however, Routine Calls received with less than four hours remaining during Normal Business Hours may be returned the following business day. Routine Calls left after Normal Business Hours will be returned within four (4) hours of the start of the following business day. 2. If an Emergency Call occurs during Normal Business Hours, as defined below, after calling the TSC at 615.794.2307, the caller may hit 00 for the operator and a TSC manager will be paged to assist. If the caller is asked to leave a message, the caller should include their name, company name and ID,telephone number and a brief description of the reason for the call. Emergency Calls received during Normal Business Hours will be returned within thirty (30) minutes. C. After Hours Emergency. If the Customer is experiencing an emergency (as defined below) after Normal Business Hours, they should call the TSC at 615.794.2307. The call will be routed to an answering service where the Customer should leave a clear message with their name, company name and ID,telephone number and a brief description of the reason for the call. The on-call TSS will be paged and will return the call within one(1)hour of receipt of the page. D. E-mail Requests: The TSC will respond to e-mail requests within eight(8) business hours. Note: Emergency or very important requests should always be communicated to the TSC via telephone. E-mail can sometimes be unreliable and the TSC has no control over the timely delivery of requests. E-mail service level commitments are based on the time the requests actually reach the TSC. VI. Response Time, Resolution Time and Call Levels A. Response Time is the period of time that it takes the TSC to call back the Customer when a voice mail has been left or to provide an update on the call ticket. Response times are only implemented when the call is not resolved on the first call. Response Time does not mean Resolution Time. B. Resolution Time is the period of time it takes to solve a problem. The resolution time is different for each situation and cannot be determined until the appropriate TSC personnel have evaluated the problem and is able to determine an approximate resolution time. C. Call Levels are priority levels assigned to the Customer's request based on the request urgency. Varying Response Times and Resolution Times apply depending on the priority level assigned by Cassidian Communications. The following definitions apply to this section: 1. Emergency Call- • Server Applications will not start. • Site is experiencing an actual emergency and the system will not send out notifications to one or more device types. • Site initiates activation, attempts to stop it, and experiences difficulty doing so. If it is determined by Cassidian Communications that the system failure is due to software or hardware loaded without coordination or approval by Cassidian Communications or other acts