"Hour" means an hour whether during or outside Business Hours.

"Business Day" means any day in Singapore from Monday to Friday excluding Singapore public holidays.

"Business Hour" means any hour from 9am to 5pm (GMT+8) on a Business Day.

When a problem regarding the Software is reported to Company, Customer’s contact must define the priority of the problem in accordance with the following rules, provided always that Company reserves the right to reject Customer contact’s definition and apply another definition.

Priority 1 - Major Service Outage
• Entire application is not available.
• Serious problems that cause a general malfunction of the application, and that interrupt user/business operations.
• No workaround available.

Priority 2 - Limited User Impact
• Problems that do not have adverse effect on operations, but which will require a remedy.
• Few or limited users are affected and application still functional, but problem exists.
• Cosmetic problems.
• Situation is less urgent. Problem judged to be low in priority.
• Workaround available.

Priority 3 - User Queries/New Features

3. Response times for reported problems

Response time is defined as the time between the reception of a problem call by Company, and the time at which Company makes the first live person (not automated) call back or e-mail acknowledgement to Customer contact, confirming that the call has been received and work is scheduled for the resolution of the problem.

The response time depends on the method of notification of a problem by Customer contact and the nature of the problem being notified (as defined according to paragraph 2).

The target response times are as set out in the table below:

Priority	Target Response Times
	Problem Reported via Telephone	Problem Reported via Email
1	2 Business Hours	1 Business Day
2	1 Business Day	1 Business Day
3	1 Business Day	1 Business Day

A problem is deemed to have been reported by telephone or email only if it is received by Company, as evidenced by written records generated by Company.

A problem is deemed to have been responded by Company by telephone at the time of the telephone call to Customer, as logged by Company, to the contact number for such Customer listed in Company’s written records as the then current number, whether or not the telephone call was received by Customer.

4. Correction of reported problems

Priority 1
Company will use constant efforts to create a temporary solution and then transform this temporary solution to a final solution. Company will keep Customer informed of the progress of the solution.

Priority 2
Company will create a temporary or final solution as quickly as possible. Company will keep Customer informed of the progress of the solution.

Priority 3
Company will examine the issue and create a solution as soon as is reasonably possible with regard to the then current workload and planning in general.

Fixes
Company shall provide fixes for Priority 1 problems that are reported by Customer. Company shall schedule fixes for Priority 2 problems in Company’s regular product upgrade cycles.

5. Support Availability Hours

Company shall provide the support only during Business Hours, subject always to the limitations set out in this Schedule.

Unless specifically set out otherwise in this Schedule, all problems of priority 1, 2 and 3 shall be responded to and worked upon during Business Hours. Priority 1 problems may be reported only by telephone outside Business Hours.

During Business Hours
Email: info@oneberry.com.sg
Fax: 6280 2921
Telephone: 6513 2168

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