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Technical Support eP <br />Support <br />CivicRec is an Internet -based., fully hosted software solution. We will handle all of the server -side <br />maintenance, backups, replication, PCl compliance, fixes, patches, and software upgrades. All <br />maintenance, hosting, and product upgrades are included at no additional cost within the net transaction <br />fee per month. <br />CivicRec processes standard support requests from 9am-6pm Eastern, Monday -Friday (excluding <br />holidays). Emergency support is offered 24/7. <br />A toll free number will be provided to you upon contract signing at no. cost. We also offer an online <br />support system for users to submit software issues or requested enhancements. For emergencies, users <br />may either call CivicRec or enter an emergency ticket into the system. Emergency tickets include any <br />CivicRec issue that is causing a disruption to your ability to use our system (i.e., the website is down). <br />These issues are addressed immediately. Additionally CivicRec is available to be on site with you when <br />needed (travel expenses may be incurred), <br />CivicRec also maintains a product Knowledge Base where users can review articles and can get tips on <br />best practices. The Knowledge Base is also where we store Release Notes and PCI certificates. <br />41 <br />