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<br /> <br /> <br />• Performance issues not impacting critical processes <br />• Report formatting issues <br />• Training questions, how to, or implementing new processes <br />• Aesthetic issues <br />• Issues with workarounds for large majority of accounts <br />• Recommendations for enhancements on system changes <br />• Questions on documentation <br /> <br />Call Process <br />All issues or questions reported to support are tracked via a support call. Our support analysts cannot <br />provide assistance unless a support call is logged. Our current process for logging calls includes the <br />following: Email, phone and fax. <br /> <br />Your call must contain at a minimum: your organization name, contact person, software product and <br />version, module and/or menu selection, nature of issue, detailed description of your question or issue <br />and any other information you believe pertinent. <br /> <br />• Our support system or one of our support analysts will provide you with a call id to track <br />your issue and your call will be logged into our support tracking database. <br /> <br />• Your call will be stored in a queue and the first available support representative will be <br />assigned to deal with your issue. <br /> <br />• As the support representative assigned to your call investigates your issue, you will be <br />contacted and advised as to where the issue stands and the course of action that will be <br />taken for resolution. If we require additional information, you will be contacted by the <br />assigned support representative to supply the information required. <br /> <br />• If your issue needs to be escalated to a development resource or programmer for <br />resolution, your issue will be logged into our development tracking database and you will <br />be provided with a separate id number to track the progress of the issue. At this time, <br />your support call will be closed and replaced by the development id number. The <br />development id number will remain open until your issue has been completely resolved. <br />Issues escalated to development will be scheduled for resolution and may not be resolved <br />immediately depending on the nature and complexity of the issue. <br /> <br />• Contact the support department at your convenience for a status update on your <br />development issues. <br /> <br /> <br /> <br /> <br /> <br />Page 3