R2024-07 Resolution Approving the Purchase of Faster Asset Solutions Cloud Based Fleet Management Software

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Table 1 below describes the definitions used in identifying and assigning a severity level to Customer's reported issue for the FASTER Web cloud-based solution. Severity Level Criteria • Customer's production system is down due to an issue with a FASTER product. • FASTER product is unusable resulting in total disruption of work or other critical Urgent business impact. • No workaround is available • Major feature/function failure High • Operations are severely restricted • A workaround is available • Minor feature/function failure Medium • Product does not operate as designed,minor impact on usage,acceptable j workaround deployed • Minor issue Low • Documentation,general information,enhancement request,etc. Response and Resolution Targets FASTER Support response and resolution targets are described below: Response: When FASTER Customer Support receives a support request, a support engineer will provide feedback to Customer that the request has been logged and assigned to the appropriate resource. The support team will work as efficiently as possible with Customer to ensure a clear understanding of the issue,and,where applicable,attempt to reproduce or identify from the system log the issue. FASTER offers the option to submit support requests in three ways: via our web portal, direct email to support@fasterasset.com, or via our phone support line. ffix. . Urgent 1 Business Within 4 hours 0 Satisfactory workaround is provided Hour from actual • Product patch is provided response • Fix incorporated into future release • Fix or workaround incorporated into Solution Library High 4 Business Within 36 hours . Satisfactory workaround is provided Hours from actual • Product patch is provided response . Fix incorporated into future release • Fix or workaround incorporated into Solution Library