8. Riversand will confirm incident reports for assistance tickets that will be submitted through the Riversands support portal. For each incident, a unique identifier and the customer`s incident reference identifier are provided to the customer. Riversand will be responsible for incidents reported by Riversge or reported by Riversand`s own monitoring tools. Each support ticket is given priority depending on the priority of the assistance ticket. After the 60-day stabilization phase immediately after the customer`s go-live commercial offer, Riversand will prioritize the incidents as follows: 2. Applicability. Subject to the terms of the subscription agreement, Riversand guarantees that the offer (as defined in the subscription contract and described in more detail in the order form) has a system availability of 99.5% calculated over a calendar year reference period (the “accessibility guarantee”). a.