SYSTEMS MAINTENANCE SERVICES (SMS) 1 - 2007

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• ISMS SMS Systems Maintenance Services, Inc. HARDWARE•SOFTWARE•SUPPORT Call Escalation and Corporate Support Procedures The following outlines SMS' Customer Escalation Response Team (CERT) policy for service call escalation. The Customer Escalation Response Team is comprised of highly skilled engineers, an experienced Corporate Technical Support Staff and members of corporate management. When a service call extends beyond a normal expected time to repair, the CERT plant is automatically activated. SYSTEMS CERT ESCALATION PLAN The following outlines the areas of responsibilities for: (A) the On-Site Field Engineer, (B) the Local Supervisor, and (C) Corporate Technical support. A. ON-SITE ENGINEER RESPONSIBILITIES 1. First and foremost, it is the responsibility of the On-Site Field Service Engineer to keep the Local Supervisor informed of the progress of the service call in a timely manner. 2. After one (1) hour of on-site troubleshooting without resolution, it is the responsibility of the Field Service. Engineer to call the Local Field Service Supervisor with a status of the call and to request assistance. 3. At the end of two (2) hours, the On-Site Engineer is to contact his supervisor with an update and to request Corporate Technical Support. If the supervisor is unavailable due to other commitments, the On-Site Engineer will contact Corporate Technical Support directly. B. LOCAL FIELD SUPERVISOR RESPONSIBILITIES It is the local Field Supervisor's responsibility to track the status of each service call in progress. 2. If after one (1) hour of on-site troubleshooting and having received an assessment of the problem, it is the responsibility of the Local Supervisor to prepare to dispatch a Senior Engineer with a set of field replaceable spares. If the Field Engineer has not called in by this time, the local supervisor must initiate contact with the On-Site Engineer for a status report.