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<br />, <br />Valley Oak <br />l y ~ 1 l _Y . <br /> <br />.:. Support Extra - request vas resources to perform tasks outside the Software Support and <br />Maintenance Agreement. <br />.:. Training - cost depends on training request. <br /> <br />D. PRIORITIZATION OF PROBLEM REPORTS <br /> <br />1. Priority 1 - Customer is unable to perform critical business functions as a result of Software bug, such <br />as: <br />.:. Unable to add claims; <br />.:. Unable to process checks or create Accounts Payable export; <br />.:. Data corruption caused by a vas Software bug. <br /> <br />2. Priority 2 ~ the vas Software is impaired, but the Customer can perform critical business functions <br />and no data is being corrupted. <br /> <br />E. PROCESS FOR PROBLEM ESCALATION <br /> <br />1. Escalation Process for Priority 1 <br /> <br />.:. Escalation State 1 - If the vas Customer Support Analyst cannot resolve the issue within 2 hours, <br />the issue is escalated to the VOS Customer Support Manager. <br />.:. Escalation State 2 - If the VOS Customer Support Manager cannot resolve the issue within 8 <br />hours, the issue is escalated to the VOS Vice President, Client Services. <br /> <br />2. Escalation Process for Priority 2 <br /> <br />.:. Escalation State I - If the VOS Customer Support Analyst cannot resolve the issue or provide <br />Customer with a workaround within 2 business days, the issue is escalated to the VOS Customer <br />Support Manager. <br />.:. Escalation State 2 - If the VOS Customer Support Manager cannot resolve the issue or provide <br />Customer with a workaround within 4 business days, the issue is escalated to the VOS Vice <br />President, Client Services. <br /> <br />2. Service Expectations <br /> <br />A. RESPONSE TIMES - PROBLEMS RECEIVED DURING BUSINESS HOURS <br /> <br />1. Telephone <br />.:. On average, the customer support center responds to calls in person 85% of the time. <br />.:. Calls not answered by the customer support center are directed to voice-mail. <br /> <br />2. Voice-mail or E-Mail Reporting <br />.:. Problems reported by voice-mail or e-mail will receive an acknowledgement within I hour by <br />phone or e-mail. The VOS Customer Support Analyst will provide a Heat ticket number and <br />priority. <br /> <br />B. RESPONSE TIMES - PROBLEMS RECEIVED DURING NON BUSINESS HOURS <br /> <br />.:. Problems reported by voice-mail or e-mail during non-business hours, are evaluated and <br />prioritized at the start of the next business day. The Customer will receive an acknowledgement <br />within 1 hour by phone or e-mail. The VOS Customer Support Analyst will provide a Heat ticket <br />number and priority. <br /> <br />C. FOLLOW-UP TIMES <br /> <br />.:. Customers whose problems arc not resolved in the course of the first contact, will receive a first <br />update via phone or e-mail within 24 hours. <br /> <br />vas Service Level Agreement <br /> <br />Exhibit S, 2 of 5 <br />Page 2 <br />