INFOSEND, INC. 1 - 2007 - Laserfiche WebLink

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InfoSend Response — 12/29/2006 customer in the file. The sample approval process can help the client catch his or her own error. b.) If client sends a customer record, which contains data that would not currently fit on the printed statement, then truncation will occur. Example — if the current printed statement is formatted to display a 20- character or less customer first name and a data file is submitted that contains a 40- character customer first name then data truncation will occur. If client is adding a new field to its data format or is including new data elements in existing fields, it is recommended that it send InfoSend a test file to ensure that data truncation will not occur. 3.) Availability of websites InfoSend employs the use of multiple internet connections from different Internet Service Providers to maximize website uptime. The websites will be accessible by customers and CSRs at all times. Exceptions: a.) InfoSend performs periodic system maintenance that can require temporarily taking the websites offline. If this type of maintenance is required the downtime generally lasts for less than 1 hour. This type of maintenance is performed after hours. b.) If a critical security update becomes available outside of the maintenance window described above that requires a temporary website outage, InfoSend will install the update if it determines that postponing the update will put the client's data at risk. These types of updates are rare and can generally be applied without requiring the websites system to be taken offline. If an interruption of the systems is required for this type of update, the outage will generally last only a few minutes. C.) If the EBPP system is inaccessible by a customer due to a problem on the customer's end then InfoSend will not be penalized. Examples include a hardware or software problem with the customer's computer, inability to access the internet because of a problem with the customer's Internet Service Provider, a DNS problem with customer's computer that makes the InfoSend EBPP site appear to be offline when it is not. Client will judge customer complaints of EBPP outage by using the following procedures: i. If a customer calls or emails client and states that the EBPP is down or responding very slowly, client will attempt to access the EBPP system to see if it can connect at normal speeds. If client can connect to the EBPP system at that time and the site is responding then the problem is most likely on the customer's end and InfoSend will not be penalized. Client will advise the customer to check to ensure that their computer can connect to other websites and try to connect to the EBPP system again. ii. If neither the customer nor the client can connect to the InfoSend EBPP then the client will check to see if other websites, like www.google.com and www.yahoo.com are accessible. If other common websites are loading very slowly or not accessible at all then the problem could be caused by a major internet backbone outage. In this scenario InfoSend will not be penalized. iii. If neither the customer nor the client can connect to the InfoSend website but the client can connect to other common websites like www.google.com and www.yahoo.com, then the client can suspect 36