** Exhibit A**
** Securin Support and Service Level Agreement**

**Support Service Levels**

Severity	Initial Response Time	Status Update	Resolution Target
Severity 1 – Critical Error renders continued use of the Platform unusable.	Thirty (30) minutes*	As agreed with Customer	One (1) business day
Severity 2 – High Error prevents a critical function of the Platform from operating in substantial accordance with the documentation	One (1) hour	Daily	Three (3) business days
Severity 3 – Medium Error prevents a major non-critical function of the Platform from operating in accordance with the documentation.	Four (4) hours	Weekly	Seven (7) business days
Severity 4 – Low Error adversely affects a minor function of the Software or consists of a cosmetic nonconformity, error in documentation, or other problem of similar magnitude. This also covers Customer enhancement requests.	One (1) business day	To be determined based upon problem

* Customer needs to file a ticket with Securin Support and follow ticket submission with an escalation call. Customer personnel will be accessible on a continuous basis to assist with troubleshooting efforts. * Resolution target includes, but is not limited to work around, temporary configuration change, patch, or hot fix.