4Point Foundation Customer Care - Service Level Agreement

How do I Contact Customer Care?

• By e-mail – support@4Point.com
• By phone toll free at 1.877.469.3627

Customer Care Hours of Operation

• 8:00 a.m. to 8:00 p.m. EST
• 24 hours per day, 7 days per week for Critical issues (see definitions bellow)

What Does My Customer Care Contract Cover?

• Confirmation of product platform support and product features.
• Confirmation of installation best practices, ensuring the understanding of the documented install and patching processes.
• Questions about product functionality, providing appropriate product documentation where applicable.
• Investigating and helping to resolve post-installation product issues, escalating issues as appropriate to Adobe for resolution.
• 24 x 7 Customer Care for Priority 1 Critical production-down issues. (Please see priority definitions on page 5 of this guide).

Who Can Contact Customer Care?

Our Technical Customer Care Plan allows your organization to designate four contacts within your company. Any one of the four designated contact points is free to contact us at any time. On your initial contract with Technical Customer Care, simply provide us with the names, phone numbers, and e-mail addresses of your designated contacts.

Please notify us if your organization needs to change any one of your designated contacts.

Before You Contact Customer Care

To help our 4Point Team determine the nature of the issue, it is important for us to accurately document the technical issue and the steps that have already been taken to isolate the problem and resolve the issue.

If you have determined that the issue is related to an Adobe product contact support@4Point.com. If the problem is related to your hardware, network, third-party software, or database you may want to contact that vendor directly.

Case Number

Each technical issue reported to our Customer Care Team is assigned a unique case number. This number will enable you and our 4Point Consultant to track your issue through to its resolution.

Reporting a Technical Issue:

When logging a service request please provide the following information:

Escalating a Service Request

If either party determines that a reported technical issue or business situation requires additional attention, an internal management escalation procedure will be followed. The escalation process is mainly in progress when a technical problem situation arises; however, solution of this problem may require non-technical support for solving it. Management escalation may be commenced when:

• A service request remedy leads to a dissatisfied end user
• Resolution time targets are exceeded
• The customer is dissatisfied with the solution provided
• Either party has concerns about the service being provided

4Point Support - Escalation Contact

Kelly Arsenault

VP, Operations

Tel.: 613.907.6424

E-mail: kelly.arsenault@4point.com

According to the priorities Below our response times are outlined below:

Priority Definitions

It is important for our 4Point Solutions Technical Customer Care Team to determine the priority level of your issue. This will ensure that critical issues are resolved swiftly. The following guidelines will assist us to determine the seriousness of your technical issue.

• CRITICAL (Priority 1) – The problem results in extremely serious interruptions to your production system and has affected, or could affect, the entire user community. Tasks that should be executed immediately cannot be executed because of a complete crash of the system or interruptions in main functions of the production system. Data integrity is compromised. The service request requires immediate processing because the problem can result in financial losses.

• URGENT (Priority 2) – The problem results in serious interruptions to normal operations, or the issue will negatively impact an enterprise-wide production system rollout. In a production system, important tasks cannot be performed, but the error does not impair essential operations. Processing can still continue in a restricted manner. Data integrity may be at risk. In a development system, the problem hinders deployment. The service request requires timely processing because the malfunction could cause serious interruptions to critical processes or negatively impact business decisions.

• IMPORTANT (Priority 3) – The problem causes interruptions in normal operations. It does not prevent operation of a system, or there could be minor degradation in performance. The error is attributed to malfunctioning or incorrect behavior of the software. The issue will affect a pilot or proof-of concept deadline.

• MINOR (Priority 4) – The problem results in minimal or no interruptions to normal operations (no business impact). The issue consists of “how to” questions, installation and configuration inquires, enhancement requests or documentation questions.