Brand Cloudlines will provide standard support by email or online between the hours of 9.30am and 6pm GMT, Monday to Friday, excluding holidays ("Support Hours"), in accordance with this Schedule.

1. Definitions The following definitions shall apply:

   1. Client Cause: any of the following causes:

      1. any improper use, misuse or unauthorised alteration of Cloudlines by the Client or any Authorised User;
      2. any use of Cloudlines by the Client or any Authorised User in a manner inconsistent with the then-current Documentation; or
      3. the use by the Client or any Authorised User of any hardware or software not provided by Brand Cloudlines or approved by it in the Documentation for use in connection with Cloudlines.

   2. Help Desk Support: any support provided by help desk technicians sufficiently qualified and experienced to identify and resolve most support issues relating to Cloudlines.

   3. Out-of-scope Services: any services provided by Brand Cloudlines in connection with any apparent problem regarding Cloudlines reasonably determined by Brand Cloudlines not to have been caused by a Fault, but rather by an Client Cause or a cause outside Brand Cloudlines' control (including any investigational work resulting in such a determination).

   4. Service Levels: the service level responses and response times referred to in the Service Level Table.

   5. Service Level Table: the table set out in paragraph 3

   6. Solution: either of the following outcomes:

      1. correction of a Fault; or
      2. a workaround in relation to a Fault (including a reversal of any changes to the Software if deemed appropriate by Brand Cloudlines) that is reasonably acceptable to the Client.

   7. Support Request: request made by the Client in accordance with this agreement for support in relation to Cloudlines, including correction of a Fault.

   8. Support Services: maintenance of the then-current version or release of Cloudlines, including Help Desk Support, but excluding any Out-of-scope Services.

2. Submitting support requests and access

   1. The Client may request Support Services by way of a Support Request.

   2. Each Support Request shall include a description of the problem and the start time of the incident.

   3. The Client shall provide Brand Cloudlines with:

      1. prompt notice of any Faults; and
      2. such output and other data, documents, information or assistance as are reasonably necessary to assist Brand Cloudlines to reproduce operating conditions similar to those present when the Client detected the relevant Fault and to respond to the relevant Support Request.

3. Service levels

   1. Brand Cloudlines shall:

      1. prioritise all Support Requests based on its reasonable assessment of the severity level of the problem reported; and

      2. respond to all Support Requests in accordance with the responses and response times specified in the table set out below:

         Severity	Definition	Service Level response and response time
         1	Business Critical Failures An error in, or failure of, Cloudlines that: materially impacts the operations of the Client's business or marketability of its service or product; prevents necessary work from being done; or disables major functions of Cloudlines from being performed.	Level 1 Response Acknowledgment of receipt of a Support Request within 180 minutes. Level 2 Response Brand Cloudlines shall: restore Cloudlines to a state that allows the Client to continue to use all functions of Cloudlines in all material respects within 8 hours after the Level 1 Response time has elapsed; and exercise commercially reasonable efforts until full restoration of function is provided. Level 3 Response Brand Cloudlines shall work on the problem continuously and implement a Solution within 48 hours of receipt of the Support Request. If Brand Cloudlines delivers a Solution by way of a workaround reasonably acceptable to the Client, the severity level assessment shall reduce to a severity level 2 or lower.
         2	System Defect with Workaround a critical error in Cloudlines for which a work- around exists; or a non-critical error in Cloudlines that affects the operations of the Client's business or marketability of its service or product.	Request within 4 hours. Level 2 Response Brand Cloudlines shall, within 3 business days after the Level 1 Response time has elapsed, provide: an emergency software fix or workaround, or; and temporary release or update release, which allows the Client to continue to use all functions of Cloudlines in all material respects. Level 3 Response Brand Cloudlines shall provide a permanent Fault correction as soon as practicable and no later than 4 business days after Brand Cloudlines' receipt of the Support Request.
         3	Minor Error An isolated or minor error in Cloudlines that: does not significantly affect Cloudlines' functionality; may disable only certain non-essential functions; or does not materially impact the Client's business performance.	Level 1 Response Acknowledgment of receipt of the Support Request within 8 hours. Level 2 Response Brand Cloudlines shall provide a permanent Fault correction within 12 Business Days after the Level 1 Response time has elapsed.

   2. The parties may, on a case-by-case basis, mutually agree in writing to a reasonable extension of the Service Level response times.

   3. Brand Cloudlines shall give the Client regular updates of the nature and status of its efforts to correct any Fault.