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Response Times <br />Response times will vary and are dependent on the priority of the call. We do our best to ensure <br />that we deal with incoming calls in the order that they are received, however calls will be <br />escalated based on the urgency of the issue reported, Our response time guidelines are as <br />follows: <br />Priority 1: 1 - 24 hours <br />Priority 2: 1 - 2 business days <br />Priority 3: 1 - 5 business days <br />Call Priorities <br />In an effort to assign our resources to incoming calls as effectively as possible, we have <br />identified three types of call priorities, 1, 2 & 3. A Priority 1 call is deemed by our support staff <br />to be an Urgent or high Priority call, Priority 2 is classified as a Medium Priority and Priority 3 <br />is deemed to be a Low Priority. The criteria used to establish guidelines for these calls are as <br />follows: <br />Priority i — High <br />• System Down (Sotiware Application) <br />• Inability to process payments <br />• Program errors without workarounds <br />• Incorrect calculation errors impacting a majority of records <br />• Aborted postings or error messages preventing data integration and update <br />• Performance issues of severe nature impacting critical processes <br />Priority 2 - Medium <br />• Calculation errors impacting a minority of records <br />• Reports calculation issues <br />• Printer related issues (related to interfaces with our software and not the printer itself) <br />• Security issues <br />• Workstation connectivity issues (Workstation specific) <br />Priority 3 - Low <br />• System errors that have workarounds <br />• Usability issues <br />li <br />25E -18 <br />