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6.2 Service Monitoring and Management. Provider shall continuously monitor andmanage the Hosted Services to optimize Availability that meets or exceeds theAvailability Requirement. Such monitoring and management shall include:(a) proactively monitoring on a twenty-four (24) hour by seven (7) day basis allHosted Service functions, servers, firewall and other components of Hosted Servicesecurity;(b) if such monitoring identifies, or Provider otherwise becomes aware of, anycircumstance that is reasonably likely to threaten the Availability of the Hosted Service,taking all necessary and reasonable remedial measures to promptly eliminate such threatand ensure full Availability;(c) if Provider receives knowledge that the Hosted Service or any HostedService function or component is not Available (including by written notice fromCustomer pursuant to the procedures set forth herein or in the applicable Service Order):(i)confirming (or disconfirming) the outage by a direct check of theassociated facility or facilities;(ii) if Provider's facility check in accordance with clause (i) aboveconfirms a Hosted Service outage in whole or in part: (A) notifyingCustomer in writing pursuant to the procedures set forth herein or inthe applicable Service Order that an outage has occurred, providingsuch details as may be available, including a Provider trouble ticketnumber, if appropriate, and time of outage; and (B) working allproblems causing and caused by the outage until they are Resolved asCritical Service Errors in accordance with the Support RequestClassification set forth in Section 6.4, or, if determined to be aninternet provider problem, open a trouble ticket with the internetprovider; and(iii) notifying Customer that Provider has fully corrected the outage andany related problems, along with any pertinent findings or action takento close the trouble ticket.6.3 Service Maintenance. Provider shall continuously maintain the Hosted Servicesto optimize Availability that meets or exceeds the Availability Requirement. Suchmaintenance services shall include providing to Customer and its Authorized Users:(a) all updates, bug fixes, enhancements, new releases, new versions and otherimprovements to the Hosted Services, including the Service Software, that Providerprovides at no additional charge to its other similarly situated customers; and15