Extended Support covers interruption making a critical functionality inaccessible or a complete infrastructure interruption causing a severe impact on services availability.  Core functionality or platform access interrupted, degraded or unusable, having a severe impact on services availability.  Priority response time can agree incl. the maximum response time from uQualio Support when you have sent a request for support.  Support is provided during the business hours in your time zone and are from 9 AM to 5 PM.