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Ventiv; (xv) network changes and network performance problems (xvi) support and maintenance of custom <br />modules that are not covered under the Customer Support Services; (xvii) custom enhancements, for <br />example: new check printing functionality or custom -stored procedures (e,g„ p_examiner); and (xix) for <br />NOS interfaces: (a) installation and configuration of any interface Software on hardware external to the <br />Software server; (b) training on interfaces; (c) Customer initiated changes to the interface specification <br />(note that Vcntiv reserves the right to modify the interface specification for future enhancements); (d) <br />Customer changes to systems external to Ventiv that result in any failures or performance problems with <br />the interface; or (e) bugs. in a Customer's computer software and hardware that result in interface <br />operational failure. <br />7.5 The following types of requests will incur additional fees: (i (ii) performance troubleshooting outside of the <br />application; (iii) any hardware or software problems beyond the contra] of Ventiv; (iv) Customer network <br />changes and network performance problems; (v) training questions; and (vi) documentation requests for <br />documents available on the portal or online help. <br />7.6 Support is delivered in English only, unless Customer is in a location where Ventiv has made localized <br />support available. <br />S. Customer Obligations. Customer will be responsible for the following: (a) reporting errors promptly; (b) <br />providing sufficient information for Ventiv to duplicate the circumstances of a reported Software defect or <br />duplicate the envor, as described in the Specifications, so Ventiv can duplicate the error, assess the situation, <br />and/or undertake any needed or appropriate maintenance action hereunder; (c) designating two (2) members of <br />its technical staff trained on the WOS product to serve as Customer's sole representatives to contact Ventiv <br />with maintenance issues ("Customer's Support Contacts"); and (d) carrying out procedures for the <br />rectification of errors or malfunctions within a reasonable time after such procedures (or revisions, upgrades, <br />enhancements, etc.) have been received fran Ventiv. <br />9. Horides , Ventiv provides services through its Hoipdesk as set forth in the table below, <br />6apport Type: Sttppart <br />P] = 24 x 7 through Ventiv support toll free telephone number: 1-800-980-9460 <br />P2 — 24 hours per day during the five (5) business days Wcnday throu&h Friday), excluding Ventiv holidays. <br />P3 = During standard business hours (8:00 ant to 9;00 pm) during the five (5) business days (Monday through Friday), <br />excluding Ventiv holida s. <br />P4 z Monday through Friday by region (North America, APAC and EMEA) during standard business hours (8:00 am <br />to 9:00 in), excludin Ventiv holidays, <br />12 <br />HOW,' ;' <br />Expectutigxt <br />Exe[usiops.: <br />Tall Free <br />available far live <br />Monday - Friday <br />Live Phone Support <br />phone <br />phonee support <br />8:00am — 9:00 pin GST <br />Ventiv Holidays <br />(US) <br />Emergency after normal <br />Emergency after-hours <br />Business Hours on-call <br />Support <br />support (24 hours a day, 7 <br />24x7x365 <br />days a week - Severity I <br />issues only) <br />E-mail Support <br />Ability to contact Support <br />Response will be end of <br />Use live or emergency for <br />through e-mail <br />next Business Day <br />Severity I <br />5o1C Servicc Portal <br />Online access to ticketing <br />Response will be end of <br />Use live or emergency for <br />Severity I <br />system to report an incident. <br />next Business Day <br />P] = 24 x 7 through Ventiv support toll free telephone number: 1-800-980-9460 <br />P2 — 24 hours per day during the five (5) business days Wcnday throu&h Friday), excluding Ventiv holidays. <br />P3 = During standard business hours (8:00 ant to 9;00 pm) during the five (5) business days (Monday through Friday), <br />excluding Ventiv holida s. <br />P4 z Monday through Friday by region (North America, APAC and EMEA) during standard business hours (8:00 am <br />to 9:00 in), excludin Ventiv holidays, <br />12 <br />