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and ensures that all Subscription components will remain in optimal operational <br />condition for the duration of the agreement. The following is a brief description of <br />the four tiers of support: <br />• Level 1 Support— Consisting of BOSS call center personnel, first line support <br />staff are assigned to initiate trouble tickets, log related incident information, and <br />ensure that the appropriate field support personnel are engaged. <br />• Level 2 Support — Consisting of area Field Service Engineer "FSEs" and <br />remote Subject Matter Expert "SMEs" that can be specifically assigned to <br />Subscriber, second line support staff are available to resolve common incidents <br />when specialized knowledge, skills, and abilities are required. <br />• Level 3 Support — Consisting of implementation/delivery personnel, third line <br />support staff are engaged along with related managers to provide escalation <br />support when normal support processes fail to resolve an incident within the <br />required timeframe. <br />• Level 4 Support — Consisting of software developers and R&D team members <br />primarily dedicated to new product development, fourth line support staff are <br />engaged along with senior management if for any reason Levels 1 through 3 <br />cannot resolve an incident. <br />2 <br />v11222017 <br />