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Priority Level	Description/Examples	Recommended Methods of Communications	Target SLA Initial Response Times^‡	Target SLA Resolution Times^‡
Low/Question/Inquiry	Simple non-business essential questions such as: location of existing documentation, dates when an application was first launched, etc.	This form, direct login to Desk Ticket or Email to support@metaesthetic.com support email	2 standard business days^*	Replies and Answers within 3 standard business days^*
Normal / Standard	Content updates (adding a new Press Release into the CMS and website(s), publishing of reports)	This form, direct login to Desk Ticket or Email to support@metaesthetic.com support email	1 standard business day^*	An expected total time for resolution of these tasks to be provided within 24-48 hours. Final Resolutions subject to change depending on task.^∓
High For high-priority tasks - multiple the standard rate by 1.25 times if performed within the standard business days and hours timeframes.^**	Fixes to bugs found in web applications or CMS that are interfering with Normal website operations or business functions	This form, direct login to Desk Ticket or Email to support@metaesthetic.com support email	If received on non-holiday standard weekdays^* between 8 - 11h30, an initial email/ticket response shall be sent to client within 8 hours	An expected total time for resolution of each task to be provided within 24-48 hours.^∓
Critical For Critical Incident tasks - multiple rate by 1.5 times during standard business days.^**	Critical Site/Service is down, CMS is unavailable (if hosted on client-rented cloud servers); Critical business functions are impeded by IT-supported system or application.	Email to client-specific <client>-support@metaesthetic.com marked with email priority flag CC'ing principal consultant email and/or a call to principal consultant	If received on non-holiday standard weekdays^* between 8 - 11h30, an initial email/ticket response shall be sent to client within 8 hours with critical tasks initiating within 10 hours later	Expected resolution within 24 - 48 hours especially with catastrophic failures; Complicated Critical resolutions such as rebuilding a server/service may take up to 72 hours
^‡ Note: Hours are in the U.S. Eastern Time Zone although some Service Provider resources are in other time zones and may assist at any time per their discretion ^∓ For example: if estimated time for resolution is 20 hours of labor, the task should be resolved within 4 business days. The formula is Estimated hours divided by (8 hours of labor - 2 hours per day for research) Which is more than 3 days so 4 days to fulfill the Service Level Object for that priority. ^*Standard Business Days + Hours Standard Business Days and hours are considered days that are non-holiday Monday, Tuesday, Wednesday, Thursday, and Friday between the hours of 9 a.m. and 6 p.m. U.S. Eastern Time Zone. These do not include Service Provider-specific closures. All other hours are to be defined as Non-Standard or After-Hours and subject to After-Hour rates. ^** For all tasks performed outside of standard business days and hours - multiple rate by 2 times (double).

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