DEFINITIONS Business Hours | 8:00 AM to 5:00 PM CST excluding holidays (FNriedwayYaefatre'rs TDhaayn, Mksegmivoinriga,lCDharyis, tJumlyas4)th, Labor Day, Thanksgiving, After Hours | Calls taken between 5:00 PM and 8:00 AM Monday tMhoronudgahy Torhudrusrdinagy hanodlidbaeytwliseteend 5a:b0o0vPeM Friday and 8:00 AM Hourly Billing Rate | All incidents will be tracked for the hours ai ntcercehmnei cni ta. nC wl i eonr tkss wo ni l l tbhee mb i lal endd froorutnhdeetdo tt aol thhoeunres asrpeesnt t1 5 m i n u t e wsuoprpkoinrtgcoonntthraecitnlceivdeelnt at the hourly rate determined by the Business Hours Minimum | Dependent upon support contract level, a one hour minimum may be charge for all incidents regard less of the total time spent to resolve the issue. If the total tsipmeenteoxcnetehdesionnciedheonut r, the client will be billed at the total hours After Hours Minimum | Dependent upon support contract level, an o4r hmoaul rbmu si inni ems us mh ocuhrasr ag se dme af iyn be de aa pb po vl i ee .dTfhoirs amn iynci ma l lusmo uwt soiudled o f be xecreeegda r4dhl eosusr os ,f thhoeunr tshsepteont ta lo cnhtahreg ei nwc ioduelndt buen fl eo sr satcht ue ya lwt iemr ee ttoo resolve. Guaranteed 24X7 Support | All clients electing any level smuopspt ocrat swe si l tl hbi es gwui al l rba en tbeye dc oancnc ee cs ts i nt og ot ou ra sl ui vpepsourpt pt eoar mt t e2c4hxn7i .cIi na n dmui rniuntge sb uf osri naensys ahfot eurr sh oa nu dr srceaclel si v. iCnl gi ean tcsa lwl bi tahc skuwp pi tohri nt c3o0n t r a c t s wafitlelrbbeupsriinoersistizheodurosv.er non contracted clients both during and 30-Minute Response Time | All calls from clients on a support cmoinntur taecst owf i cl lornetcaecitvi en ga or eu sr pt oe na ms e. fWr oemwoi lul rt hseunp pwoorrt kt et oa mr e ws oi ltvhei ny o3 u0 r issues as quickly as possible. Prepaid Hours | Contracts that include prepaid support hours aTlhl oews e fho or ubrusdwg ei ltli nb ge oc of ns us upmp oerdt ac oc csot sr doivnegrl yt ht eo lhi foeuor fs tshpeecnot n t r a c t . wh oowr kmi nugcohnhiansc bi deeennt sc oannsduwmiel ldbaensdh ioswrne mo na i mn i onng .t h l y i n v o i c e s a s t o Annual Site Visit | A support technician will come onsite for 2-3 da catyi sv idt ieeps eannddi nwg oornk swi tiet hs il zoec at ol tceoanmd ut oc tr ep vr ei evwe nstyi vs et emmaoi npteernaat inocne and performance.
INTRODUCTION Ap rt oI vn itde irns gt afti er ss t, -wc lea spsr isduep opuorrst et lov eosu or n couusr t do emdei cr sa .t eTdh as tu spuppopr to rptr bo feegsi sniso nwai ltsh t h a t ha ua vt oemb ao tt iho nk naonwd lceodngter oa lnsdy tsrtaeimn isntgh iant t h e aE raec hp rcel iseenntt ai nn dt hcea lilnids uhsat nr idelse dw we si tehr vt he .e umtemt hoos tdioml opgoyr tt ha na tc es,ebeekgs itnon i n g w i t h a uOnndc ee rtshtea npdr ot bh lee mp r oi sb ul enmd eartsttho eo dt i, m e . i imn cplaucdt isn, go uurp tset raema mw oa rnkds doonwr ne ss ot rl eu at imo n ai nst qe ruri uc kpltyi oans ipmo ps saicbtlse y, ko nu or wc ui ns tgotmh ae tr sa n y aa nn yd sbuopt tpoomr t lai nc et i.vOi tuyrotne laymwchl oe ns ews eo uktn o w tehxepepcrtoabtiloemns.has been resolved to your Bwyi tehnIgnat ge irns gt aitne sa ws uepaproerat balgerteoe mo f ef enrt y o u gh uo au rr as npt ee re dd apyh, os en ve esnu dp apyosr ta awv ae iel ka b, 3l e6 25 4 dt haayts apr ee r byaesaerd. iWn et hoef f Ue rn li itveed tSetcaht ne si c ai annds aCrSeT aMv aoinl adbalye tbhertowuegehnF8r iAd Ma y.a n d 5 P M Ab edtdwi tei oe nn aml l yi d, nwieg hdtoahnadv8e As tMa fMf i nogn d a y thhoruorusg, hw Fe rui dt ial iyz. eOaunt soi dn ec oa fl l t shyesstee mn owr mi t ha l rAedsdpiot inosneatl il my, ewwe iut thi il inz e3 0a mc l oi nuudt ebsa. s e d spyrsotveimd i nf ogri nt rfaocrkmi nagt i oa lnl cf ol ire bn ot ti nh coi du er nt et sa, m av on ldu ymoeu, ians cti hd ee nc tl i he ni stt ot or ya na na ldy zoet hcearl l ms ueptpr iocrst tyooruervfiaecwi l iht ioews . o u r t e a m c a n
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