Brilliant offer reasonable effort to provide modifications or additions to correct errors in the applications reported by Customer under the conditions described, Brilliant will assign a priority level as determined by the customer to the error according to the following criteria:

Brilliant classify the Request as Level 1 , Level 2 & Level 3 and based on the category the Service level Agreement for the support will be established with the customer.

Level 1 – . “Level 1” means that the Software is not functioning. Some examples of Level 1 errors are as follows:

• Application is down impacting the production environment;
• Application is not able to communicate with external systems so that on-line and other processing are halted
• Application is generating a data corruption condition that halts on-line and other processing

Level 2 “Level 2” means that the Application is running but Client is unable to use a major feature or functional component of the Software.

Some examples of Level 2 errors are as follows:

• Intermittent errors in the Software;
• A major feature or functional component of the Software is unavailable.

Level 3. “Level 3” means that the Software is operating close to normal, but there is a non-critical Program Error for which either a temporary fix exists but has not been made available to Client and vendor is in the process of creating such a fix or other work-around.