|
EXHIBIT 7
<br />To
<br />Master Support Agreement
<br />Warranty 8 Maintenance Support -Guidelines 8r Options
<br />This Exhibit is attached to, incorporated into and forms part of the Master Support Agreement, dated
<br />20 ,between the Client and Abbey Group (herein referred to as the "Agreement"). Capitalized
<br />terms used herein shall have the definitions set forth in the Agreement, unless otherwise defined herein. In
<br />the event of conflict between the terms and conditions set forth herein and those set forth in the Agreement,
<br />the terms and conditions set forth in the Agreement shall prevail.
<br />Methods for Contacting Support
<br />~ ...;(~4r ~' : ~ i ~l SSI ~ i":~~:
<br />Tele hone „l;°i9 iid ~, °h.,~ ~h~ I ivSS,.,.i: °°7 f. ~~~ I:aE~iv.,.,.5. a +~ ~ ,5.;-. ~ ~ i
<br />877 265-9140 352-401-0770
<br />Web Site www.abbeygroup.com
<br />Fax 352-401-9318
<br />U.S. Mail 1515 Silver Springs Blvd., Suite 110, Ocala FL 34470
<br />Prioritizing TSRs
<br />To ensure TSRs receive the appropriate response and attention required customers should assign each TSR a priority
<br />code that is consistent with the definitions outlined below. All problems are addressed according to their priority
<br />level.
<br />`'~ tT'iM~ , i~
<br />t1
<br />~
<br />l
<br />.-I
<br />"i i ('" ~~~ 3i ~ I ii
<br />~
<br />S 3 I I~ t~~~~ I «<ilt.: ~ ~ :{ I I 3I>l t ii{ ~ I li) I 3i; I I I ~ ~ ~ 1.
<br />jS
<br />SS
<br />~
<br />~~
<br />~
<br />~
<br />S
<br />~
<br />r
<br />' ~ ~t
<br />~'
<br />~
<br />t
<br />~
<br />~
<br />J. S
<br />i i{ l~e~ i E
<br />~
<br />.
<br />~a
<br />: ~
<br />7 l
<br />S
<br />5 ¢.
<br />i
<br />;{ S
<br />`E~
<br />~
<br />+
<br />i
<br />R~
<br />S 3
<br />~,. i :j~
<br />3 ~+
<br />! 3 ~ 3
<br />* `S~h i4 S S'y', ~-,E if ~
<br />~~.~lS i ~
<br />! i S i ~
<br />i i S'
<br />i•~S S~
<br />~
<br /><~
<br />1i 3
<br />.
<br />i
<br />S
<br />J~
<br />SE
<br />~
<br />S~t
<br />3ii
<br />'
<br />'l
<br />l`~~
<br />t ~
<br />j
<br />~
<br />E r 3~~}~ r~
<br />~ S
<br />i
<br />..
<br />I7S I
<br />~
<br />i ~
<br />.:.,
<br />,..
<br />,, ,,:....~
<br />, ,S
<br />. u
<br />~,.,
<br />,
<br />~
<br />s:
<br />., :I~ _u, i _
<br /><
<br />~ . ~
<br />~v t
<br />.....,
<br />,
<br />~
<br />n1
<br />,,,... ~
<br />v. ~9
<br />,
<br />'I
<br />srd
<br />t
<br />~i
<br />i
<br />tl
<br />ti
<br />v Sr.i.. :
<br />i " ..,
<br />.
<br />?
<br />r
<br />Priority 1 Urgent The Entire System or a Major Component is DOWN. Contlnuous work until
<br /> Customer cannot use system to continue operations. problem is resolved. After
<br /> Impacts multiple users, halts or severely impacts critical 24 hours of remote
<br /> operations, or database integrity is compromised, attempts, onsite assistance
<br /> is required until TSR is
<br /> NOTE: FOR PRIORITY 1 ISSUES, CUSTOMERS corrected.
<br /> MUST CONTACT THE CSC IMMEDIATELY BY
<br /> TELEPHONE. DO NOT DELAY RESOLUTION BY
<br /> SUBMITTING A PRIORITY 1 TSR BY WEB, EMAIL,
<br /> FAX, OR U. S. MAIL.
<br />Priority 2 Standard A major component or function does not work properly. Continuous work until
<br /> Impacts an individual or small group. Nominal operations problem is resolved. After
<br /> impaired, but can continue. 48 hours of remote
<br /> attempts, onsite assistance
<br /> is required until TSR is
<br /> corrected.
<br />Priority 3 Scheduled Failure of any application to function properly: Impacts an Continuous work until
<br /> individual or small group. problem is resolved. After
<br /> 7 days of remote attempts,
<br /> a mutually agreeable
<br /> correction plan must be
<br /> develo ed.
<br />Priority 4 Infommation Issue is informational or educational in nature. Abbey to provide
<br /> Enhancement requests should be reported as Priority 4 proposal for when such
<br /> TSRs. TSR will be addressed.
<br /> Software corrections will
<br /> be made in next release,
<br /> while information
<br /> re uests will be fulfilled
<br />Exhibit F March 9, 2006 Page 1
<br />Master Support Agreement
<br />
|