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credit card information is not available in the event of a security breach on our servers. <br />TouchPay's credit card processing gateway provider would contact us immediately in the event of <br />a breach. We would then notify our merchant processor who would immediately contact both Visa <br />and MasterCard to take appropriate action. <br />TouchPay is required to securely retain all data in compliance to Visa, MasterCard, SWATCHA, <br />and PCI regulations. TouchPay securely stores all transactional data with redundant off -site back <br />up for an infinite period guaranteed to exceed seven years. Data posted to the reporting tools is <br />always available. Client staff members will be able to retrieve data using the standard reporting <br />tools for all transactions from current to those taking place in excess of seven years prior. <br />TouchPay's customer service department is comprised of two distinct support teams <br />with separate toll -free phone numbers and email addresses to provide "best in class" <br />service with trained team members that have access to real -time information: <br />• Relationship Account Management (RAM) — dedicated to exclusively supporting <br />facility Clients <br />• Customer Support— provides assistance and service to depositors and end users <br />KIOSK SUPPORT SOLUTIONS <br />TouchPay's Relationship Account Management (RAM) team monitors Kiosk <br />software, hardware, and connectivity in real time 24/7/365 via the watch list — <br />allowing them to quickly respond to any disruptions in service. TouchPay's <br />expected downtime is less than 0.1 %, and the Kiosk can operate in an off -line <br />mode if the communication network is disrupted for any reason. Kiosk support <br />levels and standard resolution times are outlined below. <br />Level I: Remote Solutions <br />• Software, kiosk hardware, and network connectivity are all actively monitored <br />via the watch list. Upon indication or notification that a disruption in service <br />has occurred or a hardware concern is identified, TouchPay will attempt to <br />resolve the issue remotely. <br />• Remote resolution is typically provided in one hour or less, and TouchPay's <br />RAM team is able to resolve up to 85% of tickets remotely. <br />Level II: On -Site Solutions <br />• If remote resolution is not successful, TouchPay will dispatch a technician to <br />the site to determine the nature of the software, hardware or network issue. <br />• Typically, the on -site technician will resolve the situation or make any required <br />repairs within 24 hours or less. <br />25D -19 <br />