"Extended Emergency Coverage" - 24 Hours Per Day and 7 Days Per Week

USER may initiate "remedial" maintenance support and submit technical assistance requests by contacting ASCI, Monday through Friday, 8:30 a.m. to 5:30 p.m. (Eastern Time, excluding ASCI holidays). ASCI will attempt, if possible, to fix reported problem or reply to requests for General Technical Assistance or Procedural support. USER acknowledges that a "work around" or procedural change may be suggested until a more permanent fix can be made in the next scheduled release.

With Extended Emergency Coverage, USER may contact ASCI for coverage under contracted hours to ONLY report a "critical" system event or product failure. ASCI will attempt, if possible, to fix the problem. USER acknowledges that a "work around" or procedural change may be suggested until a more permanent fix can be made in the next scheduled release. Extended Emergency Coverage is not to be used for requests for General Technical Assistance.