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STANDARD SUPPORT OFFERING <br />S&S' objective is to ensure that customers are fully satisfied at all <br />levels of interaction, each and every time customers engage with S&S <br />Client Support is responsible for answering inquiries for areas related <br />to the operation of all licensed enQuesta modules and, more specifically, <br />for the business processes/ features which are already in production, <br />i' <br />delivering fixes, error corrections, or corrective procedures for the <br />supported versions (the current version (v6). S&S' Client Support <br />Analysts will provide support via phone, email, or through use of <br />WebEx or Skype. _ 1 <br />STANDARD HOURS OF OPERATION• <br />MONDAY - FRIDAY, 8AM - 6PM* (EXCLUDING STATUTORY HOLIDAYS) * New extended hours <br />METHODS OF CONTACT FOR CLIENT SUPPORT DESK - <br />Email: support@ssvit.com <br />® Phone:800.655.8810 <br />CONTACTING CLIENT SUPPORT PERSONNEL DIRECTLY <br />S&S requires that customers log all new issues through the Online Help Desk to ensure that S&S will be able to <br />efficiently serve the customer. The customer should not attempt to contact specific S&S personnel to log new <br />issues, as personnel may be out of the office due to customer engagements, vacation or illness. If the proper <br />procedure is not followed by the customer, S&S cannot guarantee that new issues will be handled efficiently. S&S <br />also enforces this practice for auditing purposes (every issue must be logged). <br />2020 HOLIDAY CALENDAR <br />DATE <br />Holiday <br />January 1st <br />New Year's Day <br />February 17th <br />President's Day <br />May 25th <br />Memorial Day <br />July 4th <br />Independence Day <br />September 7th <br />Labor Day <br />November llth <br />Veteran's Day <br />November 26th & 27th <br />Thanksgiving <br />December 24th & 25th <br />Christmas <br />