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201t} Sysk.euas & Soft~+rare Support Program Guidelines <br /> $yst~2rns <br /> a Softv+rare <br /> <br /> Executive Summary of Services FTrravided <br /> Beginning on January t, 2;~1g, the followring services and guidelines apply to the Systems & Software Support <br /> Program. If you have any questions related to the following information, please call the dedicated Help line at 1-8pQ- <br /> ~a5~&8~ 0. <br /> Appficatipn Support <br /> Help Ciesk support for genera! application inquiries and issues <br /> + S&S representatives available from 8:QOarti EST through S;OOpm (CUStorner local time} Monday through <br /> Friday <br /> 24x7 critiC~i issue coverage available off hours (available option} <br /> Time and priority commitments for response to operational critical issues during regular business hours <br /> (8:t3D am - S:Qfl pm local time) <br /> Showstopper {Ex. Customer is down or can't run a critical billing or C&C process! <br /> S&S initial response within 15 minutes. <br /> c High (The issue is a tusiness critical issue but It is not preventing all users from getting their <br /> work clonal <br /> ¦ S&~ initial response within 1 hour. <br /> w Medium (The issue has a work around that the customer can use until the issue has been <br /> resolaed} <br /> • S&u initial response within 4 hours. <br /> Low tThis issue is usually either cosmetic or requested functionalit that will be considered far <br /> a future version} <br /> S&5 initial response within 24 hours. <br /> Commitment to quatlty and timely issue resolution <br /> • Automaied case management via TTP {Test7raek Pro issue resolution software} <br /> Escalation path far issue resolution <br /> Technics{ Support <br /> • Telephone advisory assistance wish routine system management functions <br /> Remote tog-in support for troubleshooting issues with layered products and operating system software <br /> that era related to the documented capability of SRS applications <br /> Third-P~rty $oftware <br /> First-fine diagnostic support for third-party venders with whom S8~S is associated or whose produC.s are <br /> integrated within enQuesta. This only applies to third-party software which is under erne of S&S's <br /> contracts and which the customer does not have a separate support agreement with. <br /> Update Support <br /> Fixes, error corrections, patches or corrected procedures for the supported versions of enQuesta and its <br /> component level software <br /> Per',odic product version releases or upgrades {including base enhancements} <br /> EducationlGommunieation <br /> Monthly Webcasts <br /> Online documentation available through the customer portal 's <br /> Access to product documentation< training course catalogs and schedules, and Customer Conference <br /> information <br /> 428 Industrial Rvenue <br /> CONF{DEIVT4AL Williston, Vi 65485 <br /> waves ss~vt.rvrfa <br /> Systertt3 p; 862-885-t i 76 ' <br /> ~ Saftw~re f: 8©?-885-11?t <br /> Page 2 <br /> 25F-6 <br /> <br />