Support Fees

TruTrac software that qualifies, within the Scope of Services, for Software Subscription and Technical Support Services:

Supported TruTrac Software Modules:

Accounts Payable
Accounts Receivable
Merchandise Control
Point-of-Sale
Pricing
Purchasing and Receiving
Sales Analysis
Catalog
System Controls
Utilities
Multi-Store

TruTrac Support Services - program overview:

Interactive Software Products, Inc. (ISP) Technical Support operates from 8 a.m. to 6 p.m. CST (Central Standard Time) Monday through Friday. Access to ISP’s Support team during off-hours is available via Pager, and 24-hour support access is provided via email, voice mail, and via ISP’s Support Web Site.

During the business day, communications are monitored and an ISP Support Engineer acknowledges the receipt of all received inquiry/trouble issues. ISP Support uses a case tracking system to ensure tracking and follow through on issues reported and logged by the customer. Optional add-on Support Services, as described below, are available to provide yet another level of support for critical issues outside of the normal hours.

Special Events - Off-Hours Support — scheduled in 4 hour segments, this optional remote off hours support is available for special situations, such as weekend or evening projects e.g. upgrades, installation of hardware etc. Proactive scheduling, arranged through our Support Team ensures that the Help Desk is aware of your project plans and is available to quickly assist in the event of problems.

Door to Door Road Service — while the majority of customer issues can be handled through normal ISP Support hours, some situations may be unique and necessary to resolve a critical problem related to system configuration or an interrelated application malfunction. Should such a problem persist, Customer may request an ISP Support Engineer for on-site assistance. If requested, all travel and related expenses will be borne solely by the Customer. The primary purpose of these on-site visits is to have the specialists work closely with the Customer to resolve a critical issue or to generally improve the system overall operating environment.

Emergency Remote Access — Remote access is provided from ISP to your system in order for our Support Engineers to capture data and/or to help diagnose high severity software issues. This service may also be utilized to assist in performing Disaster/Recovery issues. Additionally, if software patches are required, patches can be downloaded remotely.

Response Times and Escalation Procedure

ISP’s will use its best efforts to be responsive to the Customer’s support requirements. It is ISP goal to resolve all Customer issues in a timely manner and Benchmark response times are identified within the table that follows.

System

Severity

Response Time

Production

Within 45 minutes

Within 4 business hours

Within 36 business hours

Within 48 business hours

Test or Development

Not applicable – Production only

Within 24 business hours

Within 48 business hours

Within 72 business hours

Each support case is assigned a severity level at the time it is logged. Severity levels reflect the business impact of the issue to the Customer, which may change during the life of the open case. It is extremely important that the correct severity is assigned to each issue. Categorizing severity levels incorrectly hinders the overall case-handling process. The following table defines the severity categories and the associated action models.

Severity

Description

Action Model

Down

· Reserved for Production Systems

· Total loss of system functionality

· Significant loss of corruption of data, images, etc.

· Immediate and constant attention until resolved or reassigned a lower severity

· Frequent contact by mutual agreement

· Progress review by support team and executive management

Critical

· Significant loss of functionality preventing business goals from being attained

· Available workaround not acceptable

· Issues that impede system implementation within two weeks of the target production date

· Development or Test issues that are urgent

· Priority focus from the case owner and support team

· Frequent contact by mutual agreement

· Progress review by support management

Major

· Downgraded Severity 1 or 2; temporary workaround accepted to reduce the impact of the situation

· Anomalies in system function or administration which require assistance

· Production issues or questions that are not urgent

· Development, Test or Administration issues or question

· Resolution coordination within the support team

· Status monitored daily with status updates as known

· Periodic review by support management

Minor

Informational

· Minor, temporary or infrequent issues which affect a limited number of users

· Development, Test or Administration issues or questions that are not urgent

· Product functions as product intended, but does not meet the needs of the customer’s business situation

· Estimated completion date (if available) will be provided to the customer

· Status monitored weekly with status updates as known

· Enhancement requests logged and forwarded to Product Management

Problems Not Covered by Software Maintenance Services

Correction or repair of defects, errors or malfunctions related to third party hardware or software
Problems caused by the end user when deinstalling, reinstalling, relocating hardware, and replacing or upgrading third party components
End user’s failure to follow operational or maintenance instructions
Use of non-compatible media or supplies
Repair, maintenance, modification or alteration of the product(s) by end user or third party
External factors such as damage due to air conditioning failure, humidity control failure, corrosive or other failures to maintain proper environmental conditions harmful to electronic circuitry
Negligence, accidents, neglect, misuse or tampering
Improper or abnormal conditions
Use in any manner not authorized by license or support agreement
Use inconsistent with product(s) documentation

Support Work Arounds, Patches, Updates and Enhancements:

The services delivered under the terms of ISP’s Support Services Agreement entitles TruTrac users to receive support work arounds, patches, updates and enhancements. ISP working together with the Member User Group (MUG) qualifies suggested enhancements that benefit the Members at large and set priorities for development tasks.