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Workspot standard business hours are M – F, 8 AM – 5PM Customer Designated Time Zone. Customer may select a Designated Time Zone prior to the start of a Subscription Term, which will be effective through the end of that Subscription Term, unless Customer subscribes to Premium Support, in which case Premium Support Hours apply. If Customer does not select a Designated Time Zone prior to the start of a Subscription Term, then the Designated Time Zone will be Pacific Time.
Element	Standard Support Plan	Premium Support Plan
Documentation	24 x 7 remote access by Administrative Users to Workspot Documentation, whitepapers, and support forums	24 x 7 remote access by Administrative Users to Workspot Documentation, whitepapers, and support forums
Access to Technical Support	Access to Support Engineers via email during Workspot standard business hours*	Access to Support Engineers via email and phone 24 X 7 X 365
Who Can Open Incidents and Engage with Workspot Technical Support Personnel	Designated Company Contact	Designated Company Contact
Case Severity Target Response Times	Critical/Urgent/Normal < 12 Business Hours Low < 1 business day	Critical < 1 Hour Urgent < 4 Hours Normal < 12 Hours Low < 1 Business Day
Workspot Platform Software Updates	Included	Included
Pricing	Included in Fee for Workspot Cloud Services	Additional fee per license

Case severity definitions

Severity Level	Definition
Critical	“Critical” Incident means an Error causing catastrophic failures that severely impact the Customer’s ability to conduct business. Customer’s systems are down or not functioning and business operations are severely disrupted.
Urgent	“Urgent” Incident means an Error causing major functionality to be degraded in which the Customer’s operation is disrupted but there is an ability to remain productive and maintain necessary business-level operations.
Normal	“Normal” Incident means an Error causing partial loss of non-critical functionality. The Error impairs some operations but the Customer can continue to function.
Low	“Low” Incident means a general usage question, cosmetic issues, request for future product enhancements or modifications.

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