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/4400h"./ 100"F1 2018 Systems & Software Support Prograrn Guidelines <br />SITs <br />S"oftware <br />Standard Support Offering <br />S&S,' objective is to ensure that customers are fully satisfied at all levels of interaction, each and every time <br />customers engage with S&S. Client Support is responsible for answering inquiries for areas related to the <br />operation of all licensed enQuesta modules and, more specifically, for the business processes/features <br />which are already in production, delivering fixes, error corrections, or corrective procedures for the <br />supported versions (the current version (v6) and the most recent release (v5) just prior to the current version <br />of the application) of enQuesta. S&S' Client Support Analysts will provide support via phone, email, or <br />through use of WebEx or Skype. <br />Submission of Issues: <br />When a customer reports an issue (we recommend each customer assign only 1-2 key individuals to report <br />issues) the issue will be assigned a case #, Time and priority commitments for response to operational <br />critical issues during regular business hours (8",00 am — 5:00 pm Customer Local Time) are as follows: <br />Industrial Avenue <br />0/1 <br />A <br />CONFIDENTIAL Wilk426 <br />ston, VT 05495 <br />systems " <br />WWW-55Ivt'C0rT1 <br />& Software <br />p: 802-865-1170 <br />f; 802-865-1171 <br />Page 2 <br />