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<br />~. ... <br /> <br />TECH SUPPORT COMMITMENT (94.3466) <br /> <br />Appendix B <br />BindView Technical Support Policies and Procedures (94.3466) <br /> <br />Support Packages Available <br />When you purchase our Standard Support, Premium Support, or TAM Support packages, you have access to trained BindView <br />specialists (by phone and email) and to the BindView Customer Portal, as well as to numerous other benefits summarized in the <br />following table and explained in more detail below. <br /> <br />BindView Customer Portal access X X X <br />Email Support X X X <br />Standard Phone Support (12 x 5) X X X <br />Severity~Level Responsiveness X X X <br />24 x 7 x 365 Phone Support X X <br />Expedited Support - priority status in the phone queue X X <br />Senior~Level Access X X <br />Technical Account Manager (TAM) assignment X <br />Scheduled Support X <br />Health Check annual site visits X <br /> <br />Support types <br />(see below for detail!') <br /> <br />Available to current maintenance customers of <br />Standard Premium <br />Support Support[l] TAM Support[l, 2] <br /> <br />[1 J At this writing, Premium Support and TAM Support are available only in the U.S. and Canada. <br />[2J TAM Support includes all features of Premium Support. For technical reasons, your invoice may include individual <br />line items for both Premium Support and TAM Support. <br /> <br />BindView Customer Portal access is available to current maintenance customers at a special Web site, <br />httosl/ocD.bintlview.coml.customer1formsfol!in.asp. This site provides infonnation and services such as the following (subject to <br />change) <br /> <br />. Create and log support incidents online <br />. Update and check progress on a real~time basis for incidents <br />. Link to FTP and download pages to get the latest hotfixes, service packs, and utilities <br />. Access our knowledge base <br />. Access shortcuts, tips and tricks <br />. Search product user guides for system requirements, step~by-step configuration and deployment information <br />. Participate in discussion groups <br />. Update your user profile anytime <br />Email Support is available to current maintenance customers at sllpport((llbindview.com. When sending an email request for <br />support, please include the following information <br />. Full name <br />. Company name <br />. Contact infonnation (phone number(s) and e-mail address) <br />. BindView product name and version <br />. Operating system <br />. Question or description of the problem, with as much detail as possible <br />Standard Phone Support is available from our corporate offices and our local offices (see Contact Information and Hours of <br />Operation, below). When you call our corporate office for Standard Phone Support, you are presented with a menu for you to <br /> <br />BINDVIEW CUSTOMER AGREEMENT 95-3172 <br /> <br />PAGE 37 <br />