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(b) all such services and repairs as are required to maintain the Hosted Servicesor are ancillary, necessary or otherwise related to Customer's or its Authorized Users'access to or use of the Hosted Services, so that the Hosted Services operate properly inaccordance with this Agreement and the Specifications.6.4 Support Service Level Requirements. Provider shall correct all Service Errorsand respond to and Resolve all Support Requests in accordance with the required timesand other terms and conditions set forth in this Section 6.4 ("Support Service LevelRequirements"), this Agreement and the applicable Service Order.(a) Support Requests. Customers shall classify its requests for Service Errorcorrections in accordance with the descriptions set forth in the chart below (each a"Support Request"). The Customer Service Manager shall notify Provider of SupportRequests by e-mail, telephone or such other means as the parties may hereafter agree toin writing.Support Request ClassificationDescription:Any Service Error Comprising orCausing any of the Following Events orEffectsCritical Service ErrorHigh Service ErrorIssue affecting entiresystem or single criticalproduction function;System down or operatingin materially degradedstate;Data integrity at risk;Material financial impact;Declared a Critical SupportRequest by the Customer;orWidespread accessinterruptions.Primary component failurethat materially impairs itsperformance; or16