Support/Support Guide

The following is a sample Customer Support Guide that is provided to an Edge customer.

Begin Customer Support Guide Example

Edge Technologies' Support Guide for JPMC Version 1.0 July 2015

Table of Contents

- Table of Contents. 2
- Definitions and Terms. 3
- Overview. 4
- Purpose of Document. 4
- Document History. 4
- Hours and Contact Information. 5
- Hours of Technical Support. 5
- Contacting Support. 5
- Standard Support. 5
- Emergency Support. 6
- Support Eligibility. 7
- Service Definitions. 8
- Severity Levels. 8
- Correction Time. 8
- Maintenance Level Service. 9
- Tracking and Escalation Process. 10
- Appendix A - Terms of Maintenance Contract. 11

Definitions and Terms

The following terms are used in this document:

Correction Time - Objective that Vendor should achieve for resolution of errors and distribution of the correction to Customer

Customer - JPMC

Customer Representative - Member of Customer staff who submits a support request to Edge

ELA - Enterprise Licensing Agreement between JPMC and Edge Technologies, Inc.

Knowledge Base - A repository of information gathered from previous support tickets, which the support team can use to help address future tickets of a similar nature

Product - AppBoard and/or enPortal

Severity Level - Designations assigned by Customer to tickets, to indicate the seriousness of the issue based on the impact that it has on the Customer's operation

Support Manager - Lead member of the Vendor support team

Vendor - Edge Technologies, Inc.

Overview

This section details the purpose and history of this document.

Purpose of Document

This document is provided to detail the coverages and procedures for Customer to request technical support from Vendor.

Document History

Version 1.0 Description - Initial Release Security - Unclassified Author - Mike Berman

Hours and Contact Information

This section details the hours when each type of technical support is available, as well as the procedures for requesting support.

Hours of Technical Support

Standard Support is available Monday through Friday from 9:00 AM – 5:00 PM U.S. ET (GMT-5).

During standard support hours, the Vendor Support Team will address all issues, with priority and escalation as detailed in Section II and Section III of this document.

Extended Support is available during all other hours (24 x 7 x 365).

During extended support hours, the Support Team will continue to address general issues based on the priority of the issue and the order it was received.

During extended support hours, Emergency Support is available for Severity 1 and Severity 2 issues that are major or critical issues which are severely impacting the customer’s operations.

Contacting Support

Standard Support

Customer Representative can contact Support to create a trouble ticket using any of the following:

Send an email to support@edge-technologies.com

Create a support ticket at http://www.edge-technologies.com/support/submit_ticket

Call Edge Support toll-free at +1-888-771-EDGE (3343)

Note: When contacting or replying to Support via e-mail regarding an existing ticket, the ticket number should be included in the subject line of the e-mail.

Emergency Support

Emergency Support is available during Extended Support Hours for Severity 1 and Severity 2 issues that are major or critical issues which are severely impacting the customer's operations.

The Customer Representative should perform the following to engage Emergency Support:

1. Submit a standard support ticket as detailed above under Standard Support. 2. Make sure two callback phone numbers are provided in the support ticket submittal, which are staffed and available for Support to call regarding the issue. 3. Contact a member of the emergency support team by phone, at the numbers shown below:

Mike Berman - +1 703-728-1031 or +1 703-260-6024 Dexter Turner - +1 972-964-1982 or +1 214-507-4680 Steve Harwood - +1 616-682-5670 or +1 616-633-7811

Support Eligibility

Vendor requests that Customer provide a list of any members of Customer staff who will be submitting support requests.

Software Service Calls may be made by an unlimited number of Customer Representatives. To maximize the efficiency of the support process, Vendor encourages each staff member to receive product training before becoming a Customer Representative. Customer can provide product training internally to staff, or refer the staff to Vendor’s official training materials. Both live and self-service training classes are provided by Vendor for staff to learn about the Products.

Vendor will provide instructions for Customer Representatives to create an account in Vendor’s ticket management system.

Service Definitions

Technical Support includes the following definitions:

Severity Levels

1. Severity 1 is a critical problem. The customer cannot use the Product or there is a critical impact on the customer's operation which requires an immediate solution.

2. Severity 2 is a major problem. The customer can use the Product, but an important function is not available or the customer's operations are severely impacted.

3. Severity 3 is a minor problem. The customer can use the Product with some functional restrictions but it does not have a severe or critical impact on the customer's operations.

4. Severity 4 is a minor problem that is not significant to the customer's operations. The customer may be able to circumvent the problem.

Product enhancement requests are not included as part of the above severity levels.

Correction Time

1. Severity 1 requires maximum effort support until an emergency fix or bypass is developed and available for shipment to Buyer. The objective will be to provide relief to the customer within twenty-four (24) hours and provide a more complete solution within seven (7) days. Response time is less than 4 hours.

2. Severity 2 will be resolved within fourteen (14) calendar days. Response time is less than 8 hours.

3. Severity 3 will be resolved within twenty-one (21) calendar days.

4 Severity 4 will be resolved in the next software release and Vendor will notify Customer when release is available.

Maintenance Level Service

Maintenance Level Service means the tiers of service provided when a customer reports an issue in a trouble ticket.

1. Level 1 is the service provided in response to the Customer’s initial report identifying an error.

2. Level 2 is the service provided to reproduce and attempt to correct the error or to find that the Vendor cannot reproduce the error.

3. Level 3 is the service provided to isolate the error at the component level of the code. Vendor distributes the error correction or workaround, or gives notice if no error correction or workaround is found.

Tracking and Escalation Process

Vendor's internal support logging and escalation process is as follows:

1. Calls are answered by the Support Manager and converted into tickets. Support e-mail automatically generates a ticket and is distributed to the support team distribution list.

2. All issues are assigned a Ticket Number and logged into ticket management system with the following information: a. Ticket Number b. Date/Time Received c. Company and Customer Representative Names d. Detailed Description of Issue e. Severity f. Screen Shots, Files, or Other Attachments

3. The Support Manager and/or ticket management system provides the Ticket Number and acknowledgement confirmation e-mail to the customer.

4. The assigned Support Staff investigates the issue and responds to Customer in a timely manner via phone call or e-mail (as appropriate) with the recommended solution.

5. If the Support Staff cannot replicate the issue, the Support Manager will request a WebEx meeting with Customer so that Customer can demonstrate the issue to the Support Staff in the native environment.

6. If the assigned Support Staff cannot resolve the issue, he will escalate the issue to the Support Manager, at which time additional resources will be assigned to the ticket. Additional tickets are created, as needed, for the Development Team to make fixes or enhancements to the product.

7. Support Manager conducts a weekly review of all open support tickets, and escalates any unresolved issues to higher priority status. Customer can also contact the Support Manager at any time to request that a ticket be escalated to higher priority status.

8. Support Manager follows up with Customer to confirm that the issue is resolved, and closes the ticket. Support Manager documents the resolution of the issue in the Knowledge Base. All correspondence with Customer is saved in the ticket management system for future reference.

Appendix A - Terms of Maintenance Contract

General Software Maintenance Terms

The Terms of this Section apply to the software Supplier has agreed to maintain pursuant to a Schedule and for which JPMC has paid the maintenance fees listed in that Schedule (the "Maintained Software"). Supplier will provide the following maintenance and support Services ("Software Maintenance") for the Maintained Software:

1. preventative and remedial services to maintain that Maintained Software in Compliance and good operating condition;

2. corrections, enhancements, improvements, releases, versions and other Deliverables providing updates for the Maintained Software ("Updates");

3. a toll-free telephone support line for use within the United States, and, if applicable, a telephone support line which can be accessed internationally;

4. online access to technical support bulletins and all Updates;

5. upon JPMC's request, quarterly on-site support visit and reviews involving technical teams from both Supplier and JPMC to discuss Software Maintenance;

6. upon JPMC's request, quarterly support usage reports, incident reports, and Supplier's compliance with agreed service levels; and

7. invitations for JPMorgan Chase & Co's staff to attend and participate in, at no additional cost to JPMC other than travel and living expenses: (i) all user conferences and trade shows relating to the Maintained Software, and (ii) any meetings of any user group that determines or influences Supplier's priorities for development of future Updates.

Performance of Software Maintenance

The Supplier Personnel assigned to perform Software Maintenance will be fully qualified to do so and familiar with both the applicable Maintained Software and JPMC's use of that Maintained Software.

Service Calls; Tracking for Software Maintenance

JPMC may place requests for Software Maintenance (“Software Service Calls”) through email or Supplier’s telephone support line or through such other means as the parties may agree to in a Schedule. Software Service Calls may be made by an unlimited number of JPMC contacts. JPMC contacts will use reasonable efforts to provide all information that Supplier reasonably requests about each Software Service Call. Supplier will maintain a record of all Software Service Calls and Supplier’s efforts to resolve problems. Supplier will provide JPMC’s contact with a unique ticket number for each Software Service Call. In the event of concurrent Software Service Calls, JPMC reserves the right to set the priority for the resolution of the problems.

Remedial Software Maintenance

Supplier will promptly notify JPMC of any Errors or other nonconformities in the Maintained Software. “Error” means any error, defect or malfunction in the Maintained Software that: (a) causes the integrity of the Maintained Software’s data to be compromised or corrupted; (b) causes an unexpected error message or fatal error to occur while using the Maintained Software; (c) causes the Maintained Software to fail to conform to any of the applicable warranties; or (d) otherwise causes the Maintained Software to fail to be in Compliance. Supplier will correct all Errors, repair or replace all defective or inoperable Maintained Software and otherwise cause the Maintained Software to be in Compliance in accordance with the service levels set forth in the applicable Schedule.

Updates to Maintained Software

Each Update will be provided as it is made generally available by Supplier to any of its customers. In addition, any Updates that are required to bring JPMorgan Chase & Co. into compliance with any applicable Laws will be provided at least 90 days before compliance is required by the applicable Laws. Updates for Maintained Software will be deemed part of the Maintained Software. Updates to Developed Works will be deemed part of the Developed Works.

Compatibility; Prior Version Support for Maintained Software

Supplier represents and warrants that each Update will be compatible with each preceding version of the Maintained Software, including versions customized for JPMC or Recipients. Supplier will continue to provide Software Maintenance for: (a) each Update for at least 18 months after delivery to JPMC and (b) within two releases. The term “major Update” (also sometimes referred to as “version”) means an Update containing substantially enhanced business functionality not previously included in the Maintained Software and designated by an incremental increase in the version number to the left of the decimal point (for example, version 2.0 designates a major Update to version 1.0).

Software Platforms

Supplier will continue to maintain the Maintained Software in a form compatible with the most current equivalent forms and at least the two immediately prior versions of the operating systems, database systems, hardware and other third party platforms that JPMC or Recipients are using with the Maintained Software. Within a commercially reasonable time after a new version of any of those third party platforms becomes generally available, Supplier will issue an Update to ensure that the Maintained Software remains compatible with that platform. If JPMC or a Recipient elects to use another platform supported by Supplier, then upon JPMC’s request, Supplier will deliver to JPMC, copies of any generally available versions of the Maintained Software certified for use with the alternate platform at no additional charge (except additional license charges if specifically stated in the applicable Schedule).

Remote Access to Provide Software Maintenance

Except as expressly specified in the applicable Schedule, Supplier will not access any JPMorgan Chase & Co. computer or network unless this Agreement includes System Access Terms.

Termination of Software Maintenance

1. JPMC may terminate Software Maintenance upon any of the following events, each deemed to be considered failure to provide software maintenance: (i) Supplier fails to continuously evolve the product over at least 4 (four) consecutive quarters in keeping the product competitive in the marketplace as determined by a mutually agreed upon third party analysis and (ii) Supplier’s removal of significant features or functionality from the licensed software that are not made available in a new or different product that prevents JPMC & Co. from utilizing the product.

2. JPMC may terminate Software Maintenance for convenience, in whole or in part, at any time by giving Supplier at least 30 days prior notice. If termination is only with respect to certain items of Maintained Software, the termination notice will identify those items. Upon termination, JPMC will receive a refund of all fees paid in advance for Software Maintenance not then-provided by Supplier.

Effect of Termination of Software Maintenance

Termination of Software Maintenance will not affect the provision of other Services or any right or license granted to JPMorgan Chase & Co. The rights and licenses granted to JPMorgan Chase & Co. under this Agreement do not require and are not dependent upon the purchase of Software Maintenance.

Reinstatement of Software Maintenance

JPMC may reinstate any terminated Software Maintenance by giving Supplier at least 30 days’ prior notice and agreeing to pay for back maintenance and a reinstatement fee for back maintenance equal to $50,000.00 per year that Software Maintenance was not being provided to JPMC’s Maintained Software. Agreement to pay the reinstatement fee entitles JPMC to all Updates, releases and other deliverables issued by Supplier during the period JPMC did not have the Software Maintenance coverage.

Fees for Software Maintenance Updates

Except for Updates to Developed Works, there will be no charge for Updates to the Software, (other than Optional Updates). Supplier may charge for those Optional Updates requested and Accepted by JPMC. Fees for Operational Updates will be as set forth in the applicable Schedule, in accordance with the Pricing Schedule Exhibit, or Supplier’s prevailing license fees (less applicable JPMorgan Chase & Co. discounts) (whichever fees are lower). The term “Optional Update” means an Update that: (a) is not required to cause the Software to be in Compliance or otherwise meet the requirements of this Agreement or applicable law, (b) Supplier licenses separately from each component of the Maintained Software for all of its customers, (c) Supplier does not provide to any other customer without additional charge under any maintenance arrangement, and (d) provides substantially enhanced business (not merely technical) functionality. Functionality that supports new operating systems, database platforms or other third party technology will be considered technical functionality rather than enhanced business functionality, and will be provided at no additional charge.