1E9Ct5D

in which theinitial ServiceLevel Failurebegins and[PERCENTAGE IN WORDS]([NUMBER])% of suchmonthly Feesfor eachadditional[hour/[OTHERPERIOD]] orportion thereofthat thecorrespondingService Error isnot respondedto within therequiredresponse time.in which theinitial ServiceLevel Failurebegins and[PERCENTAGE IN WORDS]([NUMBER])% of suchmonthly Feesfor eachadditional[NUMBER INWORDS]([NUMBER])day thereafteror portionthereof that thecorrespondingService Errorremains un-Resolved.(c) Escalation. With respect to any Critical Service Error Support Request,until such Support Request is Resolved, Provider shall escalate that Support Requestwithin sixty (60) minutes of the receipt of such Support Request by the appropriateProvider support personnel [ hereafter identified to Customer in writing/designated byProvider in Schedule [D/[OTHER LETTER]])], including, as applicable, the ProviderService Manager and Provider's management or engineering personnel, as appropriate,each of whom shall be Key Personnel.6.5 Support Service Level Credits. Failure to achieve any of the Support ServiceLevel Requirements will constitute a Service Level Failure for which Provider shall issueto Customer the corresponding service credits set forth in Section 6.4(b) ("Service LevelCredits") in accordance with Section 8.13.6.6 Corrective Action Plan. If two or more Critical Service Errors occur in any[thirty (30)/[NUMBER IN WORDS] ([NUMBER])] day period during (a) the Term or(b) any additional periods during which Provider does or is required to perform anyHosted Services, Provider shall promptly investigate the root causes of these ServiceErrors and provide to Customer within five (5) Business Days of its receipt of notice ofthe second such Support Request an analysis of such root causes and a proposed writtencorrective action plan for Customer's review, comment and approval, which, subject to20