What should an Even Hotels franchisee do if the hardware device provided by HotelKey malfunctions?

• 2.5 Hotel-Based Hardware.

HotelKey will provide a hardware device to Hotel for installation at Hotel's premises.

If the device malfunctions, Hotel will engage HotelKey's support services for resolution.

• 2.6 PMS Solution Support.

The PMS Solution will include the support services and will be provided in accordance with the service levels set forth in Attachment 1 (Support and Service Levels).

Attachment 1 – Support and Service Levels

• 1. Support Services. HotelKey will provide technical support for the PMS Solution on a 24x7x365 basis. Hotel may reach HotelKey for technical support by phone call, the self-service ticketing system used for this purpose, and/or any another reasonable means that IHG or HotelKey may advise to Hotel from time to time. Support will be provided in the English, Spanish, and Japanese languages, as well as any other language that IHG or HotelKey may advise to Hotel from time to time. The services include an unlimited number of interfaces and data exports, access to training via TrainKey (self-service guide), ongoing application support, interface maintenance and support, and future versions, upgrades, and patches.
• 2. Target Response Times. HotelKey will assign a priority for each of Hotel's support requests depending on the nature of the issue as set forth below. HotelKey will use commercially reasonable endeavours to provide a response to such technical support issues in accordance with the target response times set forth below:

Source: Item 23 — RECEIPTS (FDD pages 99–438)