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®E2G2 <br />Certified <br />Local Coa[¢�t <br />EXHIBIT 2 <br />Standard Guidelines for Support <br />These guidelines provide information on E2G2's standard support coverage, the services <br />which are included as part of software support, a listing of call priorities, an outline of escalation <br />procedures and other important details. <br />The services listed below are services that are included as part of software support. <br />• 800 Toll Free Telephone support <br />• Scheduled assistance for installations, upgrades 8c other special projects <br />• Technical troubleshooting 8c issue resolution <br />• E -mail support call logging and notification <br />• Free eSupport access 24 x 7 with the following on -line benefits: <br />- Log 8c close calls <br />- View 8r update calls <br />- Update contact information <br />- Access published documentation <br />- Access available downloads <br />- Access Support knowledge base <br />- Participate in Discussion Forums <br />- Report on metrics <br />• Standard software releases and updates <br />- Defect corrections (as warranted) <br />- Planned enhancements <br />- State and /or Federal mandated changes <br />- Release notes <br />• Limited training questions (15 minute guideline) <br />• Customer Care Program <br />- Quarterly Newsletter with support tips <br />- Technical support bulletins <br />- Communication on new products and services <br />- On -site visits (as required) <br />• Design review for potential enhancements or custom modifications <br />• Outstanding Calls Report with conference call (as required) <br />HelpDesk Hours <br />Standard hours of support shall be the same as Licensee's open public hours, excluding <br />designated statutory holidays. <br />Call Priorities <br />In an effort to assign resources to incoming calls as effectively as possible, three types of <br />call priorities, 1, 2 Sr 3, have been identified. A Priority 1 call is deemed by support staff to be <br />an Urgent or High Priority call, Priority 2 is classified as a Medium Priority and Priority 3 is <br />14 <br />