Binti’s Product Specifications and Support and Service Level Agreements

Product Specifications

This section defines the specifications of each Licensed Module, as set forth on Client’s Order Form (usually Page 1 of the Agreement). Binti will use commercially reasonable efforts to make the below features available to Client.

The Licensing Module includes the following:

1. Licensure and Re-licensure Templates: The Caregiver Portal and Client Staff Portal outlined in Sections B and C below consist of features for two templates (constituting a single “Track”): the initial foster parent application (before someone is licensed/approved for the first time) and the re-licensure application (for ongoing maintenance of an active foster parent license and re-licensure requirements). Each template consists of a unique set of forms (both Caregiver and Client Staff forms) and training. Additional templates requested by Client may be developed at an additional fee, as set forth in an applicable Order Form, if any.
2. Caregiver Portal: The Caregiver Portal includes:
   1. Caregiver form completion functionality (“Caregiver Form”): Caregivers will be able to complete fillable application forms (up to 40 forms) required by Client. As an applicant completes an online form, their answers are mapped to the appropriate places on Client’s PDFs
      1. Auto Population of forms: While the same question may be asked more than once across the same or different forms, the answer previously entered populates through into all spaces in which that same question is asked
      2. Conditional Logic within the forms either expands or hides relevant questions based on previously entered information
   2. Supporting document completion functionality (“Supporting Documentation”): Caregivers can upload supporting documents required by Client, such as proof of identification, income verification, etc. All supporting documents can be configured to require an expiration date, which is then tracked on the Client Staff Portal
   3. Electronic Signatures (“BintiSign”): Both Caregivers and Client Staff will be able to electronically sign forms and other indicated documents, including those that are to be signed by both parties (Caregiver and Client Staff)
   4. Caregiver Training Completion (“Training Tracking”): Caregivers can watch embedded training and/or orientation information within the Applicant Portal. Training materials must be embeddable via HTML or setup as a form. Client Staff may verify completion of training through a “quiz” or require Caregivers to enter a passcode to confirm understanding before moving onto the next stage of the process. Client Staff may initiate tracking of training in the Client Staff Portal.
   5. References (“References”) and other adults (“Other Adults”): Caregivers can list other adults in the home and references’ names and emails, and the software will email them to complete their portions of the process in Binti.
      1. Other Adults: Other Adults have their own Binti portal (“Other Adult Portal”) access in which they can complete the requirements specific to them, such as background check clearance forms or uploading proof of identification as determined by Client.).
      2. References: References will be able to click the link from the automated email they receive and complete and e-sign an online reference form (the reference form itself is specific to each Client)
   6. Children in Home (“Children in Home”): Caregivers can list any biological, adopted or children placed from another agency that reside in their home including name, gender, date of birth and relation to the applicants. Supporting Documentation may be collected through uploading for Children in Home including school identification or background check forms. Fillable forms are not available for Children in Home.
   7. Personal Information/Ethnicity: Within the Applicant Portal, Caregivers can enter/update their personal information, such as ethnicity, tribal membership, and preferred language. While Client’s Caregiver Forms or Agency Forms may also gather this information, this information is separately gathered in Binti.
   8. Automated Emails:
      1. Account creation email for caregivers and other adults with option for Client to customize language
      2. Standardized (not customizable) reminders to caregivers, references and other adults reminding them to complete the applicable steps in the process
      3. Standardized (not customizable) expiring Supporting Documentation emails to Caregivers
      4. Application status change emails for caregivers with option for Client to customize language
      5. Time-based “drip” notices that deliver on a fixed schedule prior to approval and/or prior to re-licensure with option for Client to customize language
   9. Configurability: For the Licensure and Re-licensure Tracks the following items are configurable by Client (subject to Binti’s prior approval): Caregiver Forms, Supporting Documentation, BintiSign, Caregiver Training Completion, Affiliated Persons (e.g. Other Adults, References, etc.), Personal Information, and cadence and content of automated emails. Work done by Binti to configure such features is referred to as “Professional Services” and addressed in your Agreement with Binti.
   10. Where Client requires or requests tracks separate from or additional to the Licensure and Re-licensure Tracks, those may be available at an additional cost to Client, as described in Section A.
   11. Agency Services Provided Tracking & Reporting: Client Agencies may track one time or recurring services they provide to caregivers as well as the reimbursement or charge amount for these services provided. In addition, there is a comprehensive aggregate report of all services provided by an agency. Client Staff can see the services an agency provides for a given time period, track usage across all services, and directly calculate corresponding costs of the services. This report can be downloaded into a CSV format.
3. Client Staff Portal: For both the Licensure and Re-licensure Tracks, the following features are available to Client:
   1. Dashboard View: As Caregivers complete the forms in the Caregiver Portal, the Application dashboard will display the percentage completion of applicant forms and supporting documents, completion of background checks and training hours, percentage completion of agency forms (completed by Client staff). The dashboard also shows key dates for the agency including number of days since application signed, days since placement and another specific date of the client’s choosing.
   2. Dashboard view by status: Client Staff will be able to view both current/active and inactive applicants in separate tabs divided by status across the dashboard: Recruiting, Applying, In Renewal Process, Inactive, Dropped Out, Withdrawn, Denied, and Closed.
   3. Agency Form Completion: Client staff will be able to complete forms within the dashboard (similar to the Caregiver Portal), such as the home study evaluation. As Client staff completes an online form, their answers are mapped to the appropriate place on Client’s PDFs. Like the Caregiver Form, these forms can also be electronically signed (by one or both parties).
      1. Auto Population of forms: While the same question may be asked more than once across the same or different forms, the answer previously entered populates through into all spaces in which that same question is asked.
      2. Conditional Logic within the forms either expands or hides relevant questions based on previously entered information
   4. Background Checks: Client staff can indicate status/completion of applicant background checks, which are listed in the dashboard where Client so requires (i.e. DOJ requested, Adam Walsh, etc.). If a background check returns a result that requires an exemption/waiver, the details of the exemption process can be recorded in the dashboard
   5. Trainings: Client staff can indicate completion date and time (or waive, as applicable) of specific trainings per applicant, per the Client’s training requirements. Custom trainings (specific to certain individual(s) can also be logged by Client staff. Training in the Caregiver Portal is not automatically tracked in the Client Staff dashboard.
   6. Complaints: Client staff can log specific complaints about caregiver(s), with dropdowns for complaint type and more detailed information about the allegation(s).
   7. Case Notes: Client Staff can record case notes for a given caregiver, including note, date and type of case note.
   8. Appeals: Client Staff can record if the caregivers have an active or historic appeal including key dates associated with that appeal and the outcome.
   9. Pre-Approval placement: Client staff can record if a child has been placed in the caregiver’s home pre-approval/licensure. They can add a child including name, date of birth, gender and create a placement period for that child
   10. Reporting: Client Staff can generate the following reports in the dashboard:
       1. Background Check Exemptions: Table which displays an agency-wide list of active and historical background check exemptions.
       2. Background Checks: Table which displays an agency-wide list of completed background checks.
       3. Barriers to Licensing:
       4. Case Loads: Shows case loads of each worker broken down by initial applications, renewals coming in next 60 days, and renewals coming up in more than 60 days
       5. Days Since Application Signed: Table which displays the number of days that have passed since a caregiver signed their initial application.
       6. Days Since Placement Report: shows all cases categorized by whether there is an emergency(pre-licensure) placement in the home and how long the child has been there
       7. Good Causes: Table which displays all unspecified and specified Good Causes (reasons why a caregiver has not been approved after 120 days). Subject to configuration by Binti.
       8. License Appeals: Table which displays an agency-wide list of active and historical license appeals.
       9. Recruiting Progress Report: Shows the cohort of applicants that made an inquiry with Client in a certain month, and in what status those applicants are during the time of the report
       10. Recruitment Sources: Table and bar graph which displays the reasons why caregivers were moved to the status of recruiting dropout, withdrawn, denied, or post-approval closed.
       11. Family Map: shows applicant families as pins on a map, with filter capability by applicant status
       12. Services: Table which displays services delivered to Caregivers. Client may customize the services which are tracked. Subject to configuration by Binti.
       13. Status Changes: Table and line graph which displays the total number of status changes per status category.
       14. Status Change History: Table which displays a detailed log of status changes made to applications.
       15. Status Change Reason: Graph based on reasons applicants have dropped out of the process
       16. Team Performance: Table which displays all approvals, renewals, withdrawls, denials, and closures per agency worker. Also displays the average time to approval per agency worker.
       17. Time to Approval Report: shows the amount of time it takes each family to be approved so that you can see trends over time as well as outliers
       18. Training Attendance: Table which displays an agency-wide list of training attended by caregivers.
       19. Utilization: Table which displays an overview of Binti utilization by Client Staff.
   11. Configurability: For the Licensure and Re-licensure Tracks, the Agency Forms, BintiSign, Training Curriculums offered, and Background Checks, are configurable by Client (subject to Binti’s prior approval). Work done by Binti to configure such features is referred to as “Professional Services” and addressed in your Agreement with Binti.

The Caregiver Management Essentials Module includes the following:

1. Client Staff Placement Dashboard (“Placement Dashboard”): Client staff will be able to access/manage families available to take placement(s) (“Family Placements”), access/manage children/youth awaiting placement or in care (“Intake Child”), and access/manage placement searches for specific children or sets of siblings. In addition:
   1. Caregiver Placements: Staff will be able to see Caregiver Placements (where such caregivers were entered into Binti by way of import or manual entry) and their availability and capacity as well as basic characteristics/preferences related to a potential placement in their home
   2. Relative Placement Information: The Placements Dashboard shows county/community (non-relative) caregivers and has a separate tab for relative caregivers. The relative caregivers tab also includes families that are still within the licensing process (clearly labeled) in the case that a pre-approval/emergency placement with a relative is needed.
   3. Complaints and Licensing Information: the Placements Dashboard highlights any overdue renewals or trainings, as well as any open/outstanding Complaints against this caregiver (pulled from Licensing Module)
   4. Hold Functionality: Where staff determine that a placement should be placed on hold, they can so indicate in the Placement Dashboard, along with a note about whether the hold is voluntary and if there is an end date applicable to the hold.
   5. Dashboard Filters: Staff have the ability to filter Approved caregivers based on availability, location, preferences and specific attributes (e.g., emergency placement, medically trained, respite provider).
   6. Map View: The ability to view Approved caregivers on a map, with the option to view within county boundary lines.
2. Child/Youth Referral Tracking: Client Staff can input information about Intake Children directly into Binti, indicating basic demographic information, school information, and strengths/placement recommendations. Siblings can also be directly connected in the system by entering the name of a child already within Binti (if not entered, first sibling can be entered and then additional siblings can then be added/connected).
   1. All children/youth (which were entered into Binti by way of import or manual entry) can be viewed on the Children/Youth dashboard, displayed by status (awaiting placement, in care, and permanency/non-permanency exits). Client Staff can see whether a child is currently placed and name of current placement, as well as whether there’s currently an in-progress placement search
   2. Track placement of children who have been intaken with placements and number of such children not placed.
   3. Record when a child no longer needs a placement, the placement close date, and the reason the placement is no longer needed.

3. Search Functions Based on Child Characteristics and Needs (“View Matching Families”): On the View Matching Families dashboard:
   1. Filter and view Caregiver Placements that could be a match for each child or sibling set based on the child characteristics and the caregivers’ location and preferences (including both county/community and relative families, as applicable).
      1. View these Family Placements either via list view or via Map View- the Map View shows pins for each Family Placement as well as separate pin/”graduation cap” for the child’s community of origin and school location.
   2. Record Placement Contact and Calling Logs: Client Staff can record individual contacts (such as phone calls) and the Caregiver Placements’ responses. All calls made to a Caregiver Placement and the child/youth called on behalf of, as well as date and response can be viewed in a call log by Caregiver Placement or by Child/Youth.
   3. Bulk Outreach: Client Staff may send mass email and text communication to potential Caregiver Placements to provide notification of an available placement opportunity. Both email and text communications provide the option to customize language used in the message. Text communication is one-way and does not allow conversation between Client Staff and Caregiver Placements. All outreach is automatically saved in calling logs.

4. Share Child Profile: When staff indicate in Binti that a child has been placed, they can opt to “Share Child Profile” with the new caregiver placement that has been indicated. This allows the family placement to view basic information about the child that has been placed with them, including the child’s allergies, medications, school information, and strengths/interests. This information is found in the same application portal accessed by the family as part of the Licensing Module.

5. Reporting: Client Staff may generate the following reports:
   1. Case Management Case Loads: Table displaying the number of active assignments per Client Staff.
   2. Child Referral Demographics: Bar graph and table showing placement of children in community homes, private agency homes, or group homes. Change tabs to see information broken down by gender, ethnicity, and age. Referring agency information must be added on the child information page and placement search must be added for a child in order for information to be populated in this report.
   3. Family Contact: Table displaying last contact with the caregiver/agency. Also shows the number of calls made regarding a potential placement in the past 12 months, and how many times they said ‘yes’ to placement.
   4. Family Preferences Utilization: Table listing all caregivers and the date their preference were most recently updated, and by which worker.
   5. Placements Case Loads: Open placement searches according to assigned Client Staff, and how many placements each worker secured each month. Also displays unassigned cases.
   6. Permanency: Table that displays active, historical, and disrupted permanency goals for children in care of Client.
   7. Placement History: Table displaying placement searches according to assigned Client Staff and how many placements each worker found each month. Also displays unassigned cases.
   8. Sibling Placement: Pie chart and table displaying the proportion of children placed with all, some, or none of their siblings.
   9. Time to Placement: Table showing how long (how many days) it took to find placement for a child and which placement types were contacted: county homes, private agency homes, and group homes.

6. Children and Youth Dashboard with Requirements Tracking:
   1. The Children and Youth Dashboard consists of features for managing the placement of a child. A Client may set up five (5) forms that are required to be filled out within 30 days of a placement. Additional forms requested by Client may be developed at an additional fee, as set forth in an applicable Order Form, if any.
   2. Dashboard To Track Children & Manage Documentation: Client staff can view information about their child cases on the Children & Youth dashboard. This includes child photos, names, current placement, level of care, and requirements related to the child’s placement due. In the Requirements due column, there is color coding: red identifies overdue and yellow identifies what is due. Clicking into the Requirements section reveals a specific requirements dashboard for each child in which staff can complete those required forms directly in Binti (see next section for details) or upload the required forms.

7. Online Child Documentation & Forms Completion: Client Staff can fill out their specific agency forms directly in Binti. All the forms are mobile friendly, so Client Staff may complete their paperwork and case notes in the field. Similar to Binti’s Licensing module, all information entered in Binti populates onto an agency’s exact PDF forms, and all requirements can either be completed directly in Binti (which populates onto the designated PDF) or uploaded directly. Forms can be completed for individual children or sibling groups within the same placement to reduce duplication of effort. Client Staff can sign forms directly online and supervisors can access the various forms signed, make edits, and sign online as well.

The Caregiver Management Module includes all features of the Caregiver Management Essentials Module and adds the following:

1. Reporting: Client Staff may generate the following reports:
   1. Payments: Table that displays billable charges for children in care of Client based on the number of nights that a child was in care. Subject to configuration by Binti.
   2. Services: Table which displays services delivered to children. Client may customize the services which are tracked. Subject to configuration by Binti.

8. Children and Youth Dashboard with Requirements Tracking:
   1. The Children and Youth Dashboard consists of features for one program referring to one specific type of service delivery (e.g. foster care, adoption, visitation, etc.). Each program consists of a unique set of forms (agency worker forms) and supporting documents, structured on a specific schedule of requirements. Additional programs requested by Client may be developed at an additional fee, as set forth in an applicable Order Form, if any.
   2. Dashboard To Track Children & Manage Documentation: Client staff can view information about their child cases on the Children & Youth dashboard. This includes child photos, names, current placement, level of care, and requirements related to the child’s placement due. In the Requirements due column, there is color coding: red identifies overdue and yellow identifies what is due in the next 30 days. Binti can customize requirement schedules to the individual agency. For example: tasks/forms due within a certain number of days of the child coming into care and tasks/forms due within certain time frames (every 30 days, every 6 months, etc). Clicking into the Requirements section reveals a specific requirements dashboard for each child in which staff can complete those required forms directly in Binti (see next section for details) or upload the required forms.

8. Payment And Billing Tracking: Client may directly calculate various billing amounts including the amount paid to the family, the amount billed to the county or state, and/or the amount that goes to the agency per placement. The payments report can be configured by the child’s level of care, age, county of origin, and placement type. The payments report can be filtered to see a subset of payment amounts based on date ranges, age, level of care, etc. The report is downloadable into a CSV format.

8. Agency Services Provided Tracking & Reporting. Client may track one time or recurring services they provide to children as well as the reimbursement or charge amount for these services provided. In addition, there is a comprehensive aggregate report of all services provided by an agency. Client Staff can see the services an agency provides for a given time period, track usage across all services, and directly calculate corresponding costs of the services. This report can be downloaded into a CSV format.

The Family Finding Module Includes:

1. The Family Finding Module will allow Client Staff the ability to identify, contact and engage with a child’s relatives and fictive kin in order to make informed placements and to build the largest support network possible for each child. Binti will use commercially reasonable efforts to make the Family Finding Module available to Client in accordance with the following specifications:

• Create a Family Finding search to track the start and end dates of Family Finding services for each case, which will allow Binti to report on the time spent on Family Finding
• Assign multiple Family Finding Workers to a search whether they are clerical staff or Family Finding specialists and social workers
• View Family Finding Search Dashboard of all cases, workers assigned, status of the search, open or closed, and their start and end dates.
• Add a kin member’s information including ICWA information. Allow for access across the agency for collaboration and ability for any users to add relatives they learn about.
• Manually track outreach made to kin to keep track of who you called and still need to reach out to. Track notes on what was shared during those outreaches in a recorded contact.

• Track relationships that you learn about through the outreach, including capturing complex family relationships as well as non-related extended family member relationships.
• Track kin’s openness of support including if kin are open to placement, respite, visits, transportation, monitoring and more
• Easy to use dashboard lets Client Staff see at a glance which kin have been reached out to, their relationship with the child, and their openness for various supports
• Workflow Tracking: Social workers can easily track all their family finding efforts in one place, documenting identified connections, outreach efforts, and the level of supportive engagement a relative or fictive kin is interested in
• Seamless cross-functional collaboration allows permissioned-access between primary case workers and family finding specialists so that any worker that identifies a kin member can enter the information and it can be easily seen by all other team members

• Integrated Search allow workers to search across various online databases and social media through Binti directly in order to identify a larger list of potential kin members
  • Search specifications: Each individual record that is accessed is counted as a Search. An example to offer clarity: if a Search is conducted on the mother of a child, and there are 11 results that come up, each report that is investigated to determine which report accurately represents the mother would count as an additional Search. Each individual Person Report with Associates, or “Comprehensive Report” as it is called in Binti, ran is also counted as a Search. The mother’s comprehensive report would return social media information, risk flags, and relatives or associates who are tied to the mother. If the user were to click into each of the relatives’ profiles, each look into each relative would also count as a Search. Some address and phone number information on the relatives and associates can be found within the mother’s comprehensive report, so if the user only views information in the comprehensive report, that would not incur an additional Search.
  • Binti utilizes an integrated search partner Thomson Reuters ‘(CLEAR) for searches. Thomson Reuters will define usage terms with Client.

The Service Referral Management Module includes:

Binti’s Prevention / Services Referral Management Module allows clients to create and track services and coordinate with contracted providers who provide those services. This module has specific functionality to support Families First Prevention Services Act (FFPSA) requirements, including the ability to aggregate data for federal reporting and tracking of corresponding Evidence-Based Practices associated with each service. High-Level Features include:

• Centralized location to track all providers contracted with the Procuring Agency, along with the service(s) those providers provide. Multiple services and service rates can be added for each provider.
• Each service has the flexibility to include different ways of billing and rates for each service
• Ability for Procuring Agency to submit service referrals to providers, with each provider having its own Binti portal to login and manage service referrals. Providers can then log service provision and notes that correspond with their service referrals
• Data around services provided pulls through into reports that facilitate payment to providers and reporting on fiscal impact of services provided
• Dashboard and reporting functionality

API access includes the following:

• Binti’s Application Programming Interface (API) is available to agencies as a method to programmatically connect systems for performing a secure data exchange. The Binti API provides access to agency data as defined by the core Binti data model.
• Binti has specific endpoints within our API available for data integration, as described here: https://binti.readme.io. Technical documentation is available upon request to provide additional information.
• Any additional set-up/configuration with regards to Binti’s API (if any) for Client shall be discussed and agreed upon by both parties, and then would be described in your Agreement with Binti (Professional Services).

AI Package includes the following:

• A translation feature that allows caregivers to access and fill forms in select languages and translate the responses back into English for the agency worker
  • Caregivers can select certain languages when signing up to Binti to complete their foster care license application
  • Binti’s Caregiver Portal will be translated instantly into that language (where available) including all helper text, prompts, links, and buttons.
  • The Caregiver will be asked the questions on the agency’s forms in their selected language and will be able to answer in the same language
  • The Caregiver will be able to sign a copy of the form in their native language
  • The form responses will be translated back into English and presented to the assigned agency worker on Binti’s documents page to assist in the evaluation of the family
• A transcription feature allowing workers to do voice transcription to create case notes and fill forms
  • Client Staff can access Binti’s transcription feature via their mobile device with an internet connection
  • Client Staff can securely authenticate with the system before choosing a caregiver’s case and adding a transcription.
  • Client Staff can talk to the system to transcribe a case note. The case note will be available for review in the caregiver’s case notes section on Binti where it can be edited, discarded or saved
  • Client Staff can select a specific form to transcribe answers to the questions on the form.
  • The system will interact with the worker by asking the form questions out loud, allowing navigation to other forms or parts of the form and providing clarification on provided answers
  • The Client Staff’s responses will be populated into the form. The form will be available for review from the Binti homepage where it can be edited, discarded or saved.

SUPPORT AND SERVICE LEVEL AGREEMENT

This Support and Service Level Agreement (“SLA”) is incorporated by reference into the Master Subscription and Services Agreement (“Agreement”). All capitalized terms that are used but not defined in this section will have the meanings ascribed to them in the body of the Agreement above.

1. Service Availability. Binti will use commercially reasonable efforts to make the Licensed Modules available in accordance with the following standards:

   System Availability Measure	Standard
   Service monthly uptime (“Availability”)	99.5%*

   *Excludes scheduled downtime (of which Binti will give prior written notice and which Binti will schedule between the hours of 10PM and 4AM Pacific Standard Time).

2. Failure to Meet Availability Standards. In the event the Licensed Modules do not meet the Availability standard, Client will be eligible to receive a service credit as described below. Service credits are calculated as a percentage of the Fees paid by you for the Licensed Modules in a given billing cycle in accordance with the schedule below:

   Monthly Availability	Service Credit Percentage
   Less than 99.5% but greater than or equal to 99.0%	10%
   Less than 99.0% but greater than or equal to 95%	15%
   Less than 95%	25%

Binti will apply any service credits only against future payments or Fees otherwise due from Client. At Binti’s discretion, Binti may issue the service credits as a refund in the original method of payment where no further fees are due or payable. Client’s sole and exclusive remedy for any unavailability or failure to meet Availability standards or non performance of failure by Binti to provide the Licensed Modules is the receipt of Service Credits in accordance with the terms of this SLA.

To be eligible for service credits, Client will need to submit a written claim to Binti (SLA@binti.com) within thirty (30) days of the incident and include the following:

• Identification of the Licensed Module with respect to which Client is claiming the service credits, together with the specific dates, times and availabilities for the periods with less than 99.5% Availability

• Any supporting documentation that supports the claimed outage

3. Support. Binti will provide technical support (“Support”) to Client from 9 AM-10 PM ET Monday through Friday during the Term except for national holidays in the United States. Support may be non-live and/or limited for up to four (4) days per year due to staff training. To request Support, Client must contact Binti via Live Chat within family.binti.com, via phone at 844-424-6844, or via email at help@binti.com. Support will return/answer all messages received outside of the aforementioned hours during the following business day.

1. Provision of Support. Binti will provide technical Support to the following Client technical contact, or his/her/their designate: [TO BE ADDED]. Binti will not be responsible for addressing or resolving Events (defined below) that Binti reasonably determines are caused by Client’s systems, any misuse of the Platform, and/or any breach of the Agreement.

2. Events. “Events” are occurrences that impact the availability of the Platform, except for scheduled downtime, as determined by Binti in its reasonable discretion. Binti distinguishes among four classes of Events as follows:
   1. Critical Event: A complete loss of the Platform’s functionality such that no user can use the Platform, with no workaround available.
   2. High Event: The Platform’s functionality is materially impaired such that at least approximately 10% of users cannot use the Platform for its intended purpose. There is a major impact on users and minimal functionality is available.
   3. Medium Event: An event causing users to lose some level of functionality but users are still able to utilize the Platform for its intended purpose or an event not meeting the criteria of Critical or High because there is a workaround available which does not negatively impact the User from using the Platform for its intended purpose. Such events will be consistent and reproducible.
   4. Low Event: Any other problems or issues that do not rise to Critical, High, or Medium events. Most users would not notice or be impacted if not addressed.

3. Target Response Times. Binti will use commercially reasonable efforts to meet the following target time frames for response to Events, from the time Binti receives a Support request:
   

   Event Level	Target Response Time
   Critical	4 hours or better
   High	24 hours or better
   Medium Low	3 business days

 

4. Resolution.Binti will use commercial reasonable efforts to resolve Events within a reasonable time following response, as determined in Binti’s reasonable discretion after assessing the Event.