ACDI s Professional Support Services

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2 ACDI s Professional Support Services 01. Customer Engagement It s what sets us apart. Customer calls or s ACDI with a support request between the hours of 8am and 6pm CST. Monday through Friday. At ACDI we offer many incredible products, but it s our professional support services that make them all work. Our support is unrivaled in the industry, and focuses solely on your needs and requirements. At ACDI, we offer two support options that will ensure that your transition to PaperCut is seamless and accurate. 04. Priority ACDI shall respond the same business day for all calls received before 2:00 pm CST and by 12pm the next business day for calls after 2pm CST. ProServices Support, how does it work? 03. Callback If a TSC is not available, callbacks will be processed in the order in which incidents are reported to ACDI. 02. Response An ACDI Technical Support Consultant (TSC) will respond Immediately to tech support incidents. How to engage ACDI s support. Phone Support Toll Free Support software.support@acd-inc.com

3 ACDI s Support Service Options Before engaging ACDI s support services, it is helpful to understand which level of support you have purchased. Knowing the differences between support levels helps set the expectations for all parties involved and in many cases will expedite the solution to your issue. Professional Services Support The customer shall be entitled to receive technical support for the licensed products via to software.support@acd-inc.com or telephone between the hours of 8:00 am and 6:00 pm CST, Monday through Friday, except for observed holidays of ACDI. An ACDI Technical Support Consultant (TSC) will respond to such technical support incidents immediately if one of our TSC support personnel is available. If a TSC support consultant is not available, callbacks will be processed in the order in which incidents are reported to ACDI. Customers with a ProServices Support agreement shall receive priority over all other support requests. In any event, ACDI shall respond the same business day for all calls received before 2:00 pm CST. If you call after 2 pm CST we will call you back before 12pm CST on the next business day. Upgrade Assurance Support The customer shall be entitled to receive technical support for the licensed products via s to software.support@acd-inc.com or telephone between the hours of 9:00 am and 5:00 pm CST, Monday through Friday, except for observed holidays of ACDI. An ACDI Technical Support Consultant (TSC) will respond as one of its support consultants becomes available. If a technician is not available, callbacks will be processed in the order in which incidents are reported to ACDI. Customers with an Upgrade Assurance Support agreement shall receive priority over all other support requests. In any event, ACDI shall respond no later than the end of the next business day immediately following the day on which the call was received.

4 ACDI s Support Escalation Process Following completion of all contracted installation services, ACDI will provide a technical support role related to maintenance of the PaperCut MF product which includes product updates, configuration changes, and trouble shooting. All of this is offered via phone, , or remote assistance. Upgrades Access to all upgrades, both major and minor. PaperCut averages 6 to 8 upgrade releases a year. Priority You ll have priority access to developer-level support. Support requests sent via are placed in a priority queue. All s are answered within 8 hours and the current average response time is under 4 hours. You can contact us via or phone. Hotfixes We ll go the extra mile to keep you up and running, even if this means issuing a custom hotfix out of normal release cycles. Steady State / Ongoing Support: Phone Support by ACDI Users can call during normal business hours 8-6 CST for dedicated help desk support. Response time 4 hours; calls before 2 pm CST will get a return call same business day Support by ACDI ing software.support@acd-inc.com will generate an automated support ticket in the ACDI help desk database. This support is available 24/7. Response time 4 hours during normal business hours Nights, Weekend and ACDI observed holiday support available upon advanced scheduled request. This support is not covered under the standard support options and could require an additional support fee. We recognize that there are different levels of issues that require higher priorities on our support queues. All support tickets logged via phone and will go into the support queue in the order it was received. The ACDI technical support consultant will prioritize based on the time of entry into our ticket system but items that are deemed critical will move to the top of the queue. Support Service Levels Critical Serious Routine Software crashes under normal use or is unusable as a whole Response Time Within: 2 Hours Corrective Action Plan Formulated Within: 1 Day Important software feature is unusable or product performance is unacceptable Response Time: 1 Day Corrective Action Plan Formulated Within: 2 Days Less important software feature is unusable or is resolvable by easy temporary End User workaround or degradation in software performance is slight. Response Time: 1 Day Corrective Action Plan Formulated Within: 5 Days

5 ACDI s Support Escalation Process Client Dealer Client has PaperCut issue. Client contacts either their dealer or ACDI software support. ACDI Software Support software.support@acd-inc.com Troubleshooting Support Tickets Software Issues Multi-Lingual Support Post-Installation Issues Dealer performs initial troubleshooting and engages ACDI if needed. ACDI Software Support ACDI software support contacts the client for troubleshooting and/or resolution. Escalates to PaperCut if needed. PaperCut hardware.support@acd-inc.com Hardware Support Hardware Technical Issues Hardware Connectivity Issues Hardware Customization Product Shipping ACDI software support contacts the dealer or the client for troubleshooting/resolution. Escalates to PaperCut if needed. PaperCut troubleshoots and relays the resolution back to ACDI. PaperCut PaperCut troubleshoots and relays the resolution back to ACDI.