EXHIBIT C
CUSTOMER SUPPORT AND SYSTEM AVAILABILITY
Client Support – GRMS will respond to any Client customer service inquiry no later than the end of the following business day the request was submitted. Examples of client support issues include but are not limitied to new user set up, adding suppliers to be contacted, questions about risk assessment reports, etc.
Supplier Support – GRMS offers four supplier support options:
- GRMS Support Center. Support personnel is available via telephone M-F 8:00 CT – 5:00 CT.
- GRMS Live Chat. Support personnel is available via live chat M-F 8:00 CT – 5:00 CT.
- GRMS Ticketing System. GRMS provides an online ticketing system that is available 24/7/365. GRMS will respond to any Supplier Support Ticket no later than the end of the following business day the ticket was submitted.
- GRMS Help Center. GRMS provides an online help center and community forum that is available 24/7/365 for assistance with FAQs.
Client Support for Hosted Services
- GRMS will provide support relative to the following defined severity levels. In the event that an issue arises under this agreement, the parties will work in good faith to mutually identify and agree upon the severity, pursuant to Client’s approval, which will be subject to target response times identified below.
| GRMS Hosted Services Agreement Technical Support Coverage (Web Based Support) |
||
| System and Server Monitoring | 24 hours x 7 days | |
| Site Monitor Frequency | Real Time | |
| Coverage Hours | 9:00 AM to 5:00 PM PT M-F | |
| S1 Technical Response* | < 1 business hour | |
| User Support Coverage (Web Based Support) | ||
| Support issue submissions hours | 24 hours x 7 days | |
| Coverage Hours | 9:00 AM to 5:00 PM CT M-F | |
| S1 Technical Response** | < 1 business hour | |
| Support Ticket Requests (per month) | Unlimited | |
| Additional Tickets | Unlimited | |
| Training / How to Tickets (per month) | Unlimited | |
| Proactive Support | ||
| Backup | Every 30 Minutes Incremental plus Nightly Full Backup | |
| System Auditing | Each Weekend | |
| Reboot | Each Weekend | |
| Subscriptions | ||
| Maintenance Releases | Unlimited with Priority Release | |
| Technical Response, Severity Level, Support, and Target Resolution Times | ||
| Severity Level | First Technical Response | Resolution Target |
| 1 | < 1 business hour | 6 hours |
| 2 | < 2 business hours | 8 hours |
| 3 | < 4 business hours | 3 days |
| 4 | < 16 business hours | 2 weeks |
* This response is on Severity 1 Level issues only. Refer to the Severity Level descriptions below for details.
** This response is on Severity 1 Level issues only. Refer to the Severity Level descriptions below for details.
Severity 1: “Critical Impact” Business Process and system functionality is critically affected; critical system or data is unavailable and/or backup and recovery operations are not working. A system workaround is required immediately.
- A database server crashes, and all the data is inaccessible, affecting the core business operations.
- A security breach occurs, compromising sensitive user data.
- The main website of an online business goes down, preventing customers from making purchases.
Severity 2: “Serious Impact” Business Process and system functionality is seriously affected. System and/or data is exposed to potential loss or interruption. Near-term system workaround required.
- A non-critical service (like a reporting tool) fails, affecting some business operations.
- A software bug causes intermittent outages of a service.
- A performance issue causes the application to run slowly, affecting user experience.
Severity 3: “Moderate Impact” Business Process and system functionality is moderately affected. Critical system(s) and/or data are not at risk. System workaround requested.
- A minor software bug affects the display of non-critical data.
- A temporary workaround is available for a service issue, but it’s not a long-term solution.
- A user interface issue causes minor inconvenience to users but doesn’t prevent usage of the system.
Severity 4: “Low Impact” Business Process and system functionality is marginally affected or unaffected. System(s) and/or data are not at risk. Request for minor fix, information, or future release enhancement.
- A typo or grammatical error on the website or user interface.
- A request for a new feature that would be nice to have but isn’t critical.
- A minor layout issue on the website that doesn’t affect functionality.
* This response is on Severity 1 Level issues only. Refer to the Severity Level descriptions below for details.
** This response is on Severity 1 Level issues only. Refer to the Severity Level descriptions below for details.
Severity 1: “Critical Impact” Business Process and system functionality is critically affected; critical system or data is unavailable and/or backup and recovery operations are not working. A system workaround is required immediately.
Severity 2: “Serious Impact” Business Process and system functionality is seriously affected. System and/or data is exposed to potential loss or interruption. Near-term system work-around required.
Severity 3: “Moderate Impact” Business Process and system functionality is moderately affected. Critical system(s) and/or data are not at risk. System workaround requested.
Severity 4: “Low Impact” Business Process and system functionality is marginally affected or unaffected. System(s) and/or data are not at risk. Request for minor fix, information, or future release enhancement.
| Support Features | Details | |
| Technical Support Coverage | ||
| Coverage Hours | Continuous 24×7 access to GRMS technical support via phone, email and Web for Severity 1 cases | |
| S1 Technical Support | S1 Technical Response insures you will receive response with critical issues within a certain time frame. | |
| Dedicated Support Engineer | All incidents regarding S1 Level cases are handled by a dedicated support engineer for direct response and timely resolution. | |
| Ongoing Technical Web-based Training | Experienced technical staff will dedicate time and resources to train designated contacts on any questions they may have concerning the system. | |
| User Support Coverage | ||
| Number of Issues | The amount of user issues you are allowed to address according to the service option. | |
| User Web-based Training | Experienced customer support staff will dedicate time and resources to train designated contacts on any questions they may have concerning the system. | |
| Proactive Support | ||
| Routine Diagnostic Analysis | A program for analyzing application performance and probe for security problems, as well as recommend optimizing application speed and efficiency. | |
| Backup | Backups will be made to ensure the safety of your data. | |
| Subscriptions | ||
| Maintenance Releases | The primary objective is to improve product reliability and performance which may contain new feature enhancements contributing to increased performance and application layer optimization. Examples include: application load balancing, error handling, etc. | |
