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EXHIBIT 2 <br /> Maintenance Standards <br /> i. Nours During Which SunGa�d Pub{tc 5ectat's Telephone Suppart Wii! Ise Avallable ta Customer In <br /> Connaction with the Provision of Maintenance: UNess othervvise noted in Exhibit 1, support hours are <br /> Monday through Friday, 7:00 A.M. to 6:Op P.M. Customers Local Time within the continental United States, <br /> exdt�ding ht�ld8ys("5xi 1`}. <br /> fl. Targeted Response 7'Imes. With resspect ta SunGard Public Sec�or's �+taintenance obtiga#ians� SunGard <br /> PubNc Sectar will use diligeM, aammercially reasonabte efforts to respond to Notifications from Customer <br /> relating to ihe Baselir�e Camponent SystemsfCustom Modifications identifted In Exhibit 1 of this Ag�esment in <br /> accorda�ce with ihe follawing guideli»es with #he iime period ta be measured beginning wttt► tt� Srst <br /> �pplicable SunGaM Public 5ector"Telephone Support'hour accurring aRer SunGard Public Sactar's receipt <br /> of the Notif�cation: <br /> �Priority. Qescrlptlon Reeponse°Goal'- ResalatiomCioal' <br /> Urgant A suppori issue shol)be cansidered Urgent when it Sunl3ard Puhlic Sectar Although resolution <br /> ] P�uces a Tosa1 System Faiiure;ttteaning SunGard has a�ated goal to timcs vary depending on <br /> Public Seciar`s Component Systems are not performing nespond�vithin 60 the exact issue and <br /> n pracess that hAs causcd a camplete work stoppagc. minutcs of th�issue customcr enviranment. <br /> bein�reported nnd have SunGord Pub{iC SeCtOf <br /> a resolution ptan�vithin has a stated gaai to <br /> 24 hours. resolvc�n ur��nt issu4 <br /> within 24 houss Ott <br /> provide a resolution <br /> Cr1t3Cat A su�port issue sha}i be considered Critiea)when a SunraM Public Sector E����vith urgent issues <br /> Z cridcnl fuilur�in operations occurs;mesning SunGard has a stated goul to 1v�thin 24 haurs af khc <br /> Public Sectar's Component Systems ure not performing respand�vithin two issue being reported. <br /> u critical process und preveats the contintwtian of basic honrs af thc issue being A resolutian plan dc:tuils <br /> operntions� Criticul problems do not have a reparted. <br /> worknround,This cinssification do�s not apply to the stepa necessnry to <br /> anderstand and passibly <br /> intecmittent problems. resolve the issu�. <br /> Non- A support issue sha!!be cauidered Nan-Critical when SunGacd Public Sectar <br /> CritiCal A nan criticul faiiure in op+crations occucs;meaning has a stated gaei to <br /> 3 SunGard Public Sectar's Component Systems are not respond within faur <br /> pertorming aan-critica!process�s,but the system is stili houcs of ihe issue being <br /> usable for its intend�d purposc or there is a reportcd <br /> worF:around. <br /> Minor A su}�pon issue will be rnqsidered Minor when ihe SunGard Public Sector <br /> q issue cnuses minor disruptions in th�way tasks are has a stated goal to <br /> perfarmed.but docs not affect�vorkllow ar oper�ions. respand withi»24 <br /> 'fhis may include easrnctic issues,general queslions, hours of the issue being <br /> and ho�v to use certain features of thc systcm. rcported. <br /> •Measared hha�m the momer�t a Cese number fs crBated. As used herein e �ase number"is created when a) SunGard <br /> Public Sector's support r�presentatfve has besn �ir�actJy cattacted by Custamer slthar by phorte, emaJJ, rrr per�, or <br /> through SunGard Public Secta's onllne suppo►t portal, e»d b) when SunGard PuWic Sector's suppart repr�sentaCFve <br /> assfgr�s a case r�umbe�and conveys that case number to the Custotner. <br /> Pe�ge 7 af 7 <br /> SPS Maintenar�cs 711J2010 <br />