Logic Springs Technologies is committed to providing the highest quality software. Our commitment to quality extends to include ongoing support of the software after it is installed at your site. This is the responsibility of the Logic Springs Technologies support team, a highly dedicated group of technical specialists. Our support staff has full access to the development and management teams enabling them to resolve your support issue and ensure you are satisfied with the resolution. This document describes Logic Springs Technologies’ support guidelines and handling procedures.

Reporting Problems
The Logic Springs Technologies support team will work closely with you to understand the nature and severity of your problems to bring about successful outcomes in the shortest possible timeframes. Well-defined escalation processes are proactively invoked whenever progress is not occurring according to specified milestones. You can expect an initial response within the prescribed time as listed in the table below.

Response Guidelines
Upon responding to your report we will work with you to assign an appropriate severity level to your problem. The severity is determined by the characteristics of the problem and your feedback regarding the impact of the problem on your business.

Severity Level 1 (Urgent): A problem resulting in the failure of the software causing a critical business impact for which there is no work-around. The problem source is determined to be the software itself (not customer database configuration, hardware, connectivity, etc.). Examples of this include:

• Product fails to install
• Primary feature sets (e.g. processing calendars, viewing calendars) do not function

Severity 1 problems are worked continuously during business hours using all necessary resources. The first goal for resolving a Severity 1 problem is to identify an appropriate workaround to enable you to resume operations. Customers are required to have appropriate skilled personnel available to assist Logic Springs Technologies with problem resolution.

Severity Level 2 (Medium): A problem resulting from a failure of the software that is not considered critical. This would include secondary feature sets, those not used on a regular basis and not causing critical business impact. Examples of this include:

• An error is encountered in a secondary feature sets (e.g. deleting a participant) that does not block primary system functionality
• A performance (speed) issue is encountered that does not block primary system functionality
• A Severity Level 1 problem was encountered, but successfully worked around

Severity 2 problems will be worked on during normal support hours. Logic Springs Technologies will assess the impact of the problem and identify when a permanent fix is required. Workarounds are provided promptly and permanent fixes may be made in a future maintenance release.

Severity Level 3 (Low): A problem that does not result in a failure, only minimally impairs a customer’s ability to use the software and does not extensively impact operations. This category includes error messages resulting from a feature being used in a way not intended. Severity Level 3 problems are worked during normal support hours. Issues confirmed to be defects are considered for repair during regular maintenance releases.

• If it is a Severity Level 1 defect, a code fix is created and delivered to you. Because of the complexities of the software, the development and testing of a fix could require an extended period of time. In these cases, Logic Springs Technologies makes every effort to develop a work-around that you can use until your problem is resolved.
  
• If it is not a Severity Level 1 defect, Logic Springs Technologies may defer the fix until a future release of the product
  
• If it is an enhancement or new function request, we will forward your request to a Product Manager

Please work with your Account Manager to monitor the status of the request. Also, please notify the Support team if any information about your problem has changed. You will receive e-mail when there is a change in status or when the Support team needs more information.

Escalation
If at any time you believe you are not receiving high quality support responsiveness consistent with these guidelines, please contact our Operations Manager so we may rectify the situation: techsupport@logicsprings.com.