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1 2010 Systems & software Support Program Guidelines systems & tware Executive Summary of Services Provided Beginning on January 1, 2010, the following services and guidelines apply to the systems & Software Support Program, if you have any questions related to the following information, please call the dedicated Help line at 1-800- 6655- &810. Application Support • Help Desk support for general application inquiries and issues time} Monday through • S&S representatives available from 8:00am EST through 5:00pm (customer local m Friday • 24x7 critical issue coverage available off hours (available option) • Time and priority commitments for response to operational critical issues during regular business hours (8.00 am — 5:00 pm local time) (Ex. Customer is down or can't an't run a critical billing or C&C process) • S&S initial response within 15 minutes. High (The issue is a business critical issue but it is not preventing all users from getting their work done) ■ S&S initial response within 1 hour. Medium (The issue has a work around that the customer can use until the issue has been resolved) • S&S initial response within 4 hours. be considered for Low (This T issue is usually either cosmetic or requested functionality that will a future version) . S&S initial response within 24 hours, • Commitment to quality and timely issue resolution • Automated case management via TTP (TestTrack Pro issue resolution software) • Escalation path for issue resolution Technical Support • Telephone advisory assistance with routine system management functions • Remote log-in support for troubleshooting issues with layered products and operating system software that are related to the documented capability of S&S applications Third-Party Software whose products are First-line diagnostic support for third-party vendors with whom S&S is associated or integrated within enQuesta, This only applies to third-party software which is under one of S&S's contracts and which the customer does not have a separate support agreement with. Update Support • Fixes, error corrections, patches or corrected procedures for the supported versions of enQuesta and its component level software • Peeodic product version releases or upgrades (including base enhancements) EducationlCommunication • Monthly Webcasts • Online documentation available through the customer portal • Access to product documentation, training course catalogs and schedules, and Customer Conference information 426 Industrial Avenue CONFIDENTIAL Williston, Vi 05495 & y Systems p- 802-865-1170 stems f: 802-865-1171 Page 2 . ..... ...... . .............. ............. . .