Common use of Global Escalation Contact Points Clause in Contracts

Global Escalation Contact Points. Global will provide a twenty four (24) hour per day, seven (7) day per week, and three hundred sixty five (365) day per year support to Mercury for outage related events. ▇▇▇▇▇ ▇ ▇▇▇▇▇▇▇ ▇▇▇▇▇▇▇▇ ▇▇▇▇▇▇ ▇▇▇ ***** *****@▇▇▇▇▇▇▇▇▇.▇▇▇ Level 2 ***** after initial contact with NOC if no satisfaction and or Resolution. Global NOC Management ***** *****@▇▇▇▇▇▇▇▇▇.▇▇▇ Level 3 ***** after 2nd level if no satisfaction or Resolution from 2nd level. ***** ***** *****@▇▇▇▇▇▇▇▇▇.▇▇▇ Level 4 ***** after 3rd level if no satisfaction or Resolution from 2nd or 3rd level. ***** ***** *****@▇▇▇▇▇▇▇▇▇.▇▇▇ Mercury – Confidential & Proprietary • General EFT requests that may be sent to the ISO Client Specialist will be completed within ***** days. For example, if a request is received on Monday, it will be completed by ***** regardless of what time the request is received on Monday. If an exception occurs and the time frame cannot be met, the customer will be notified. • Once an EFT request is received, the following procedure occurs at Global Payments • Compilation of the necessary back up documentation (MAS MST screen shot, reserve report, email from requestor, and EFT Approval Form) • Data entry of the EFT request into the Oracle financial system • Submit the EFT documentation to Management for approval by ***** • Management approves all EFTs by ***** • EFTs are transmitted to the banks for posting to the merchant’s bank account. • Notes: • It is important to note that on EFTs, the time that we receive the request does not drive the ***** day turnaround. If we receive a request at 9 am on Monday, it has to be complete by *****. While we may have the paperwork prepared and completed by 9 am on ***** (the technical ***** day window), it cannot be transmitted until 3 pm. This is dictated by the system and process and not by the Client Service department. • Also worth noting is that a merchant will not receive his funds the day that we transmit the EFT, please explain not only our timeframe but that it can take an additional 1 to 2 days for the EFT to post to the checking account. This additional time frame is not dictated by Global Payments and is outside of our control. • In the event that flexibility can be gained on timing as we transition to ▇▇▇▇▇, Global payments will explore options for later cut off and transmission times. • These are differentiated because they result due to manual reserves being placed and generally have a different level of priority by the customer. • Request process: • Request email must be received by Global by *****. • Request must include merchant name and number in the subject line as well as the specific release amount in the email even if the amount is the same as the balance in the reserve. • Compilation of the necessary back up documentation (MAS MST screen shot, reserve report, email from requestor, and EFT Approval Form) • Data entry of the EFT request into the ***** • Submit the EFT documentation to Management for approval by ***** • Management approves all EFTs by ***** • EFTs are transmitted to the banks for posting to the merchant’s bank account. • EFT will be processed same day and EFT number sent back to customer. Mercury – Confidential & Proprietary • Notes: • Also worth noting is that a merchant will not receive his funds the day that we transmit the EFT, please explain not only our timeframe but that it can take an additional 1 to 2 days for the EFT to post to the checking account. This additional time frame is not dictated by Global Payments and is outside of our control. • In the event that flexibility can be gained on timing as we transition to ▇▇▇▇▇, Global payments will explore options for later cut off and transmission times. • Auto Returns / Collections Process • When an item is returned from the merchants financial institution, Oracle will look for funds in the reserve to satisfy the debt. • If funds are available the item is resolved to the reserve. • If funds are not available in the reserve the account is placed on an auto reserve. • Once enough funds are collected to satisfy the debt the reserve is removed and excess funds are released to the merchant via an automated EFT. • Process for handling inquiries on collections or returns items: • Acknowledge all requests within 24 hours. • Complete research within 5 business days or less. • Acknowledge all requests within *****. • Complete research within ***** or less. Issues with financial impact will take precedence. • These would generally involve transaction level items that customer has researched but is unable to resolve. • Acknowledge all requests within *****. • Complete research within *****. • Batches of more than ***** transactions or multiple batches will be treated as project requests and a turnaround time may have to be quoted. Mercury – Confidential & Proprietary Global Payments Direct, Inc. (Global) shall be entitled to the following amount for each merchant. Credit Card Transactions per month: ***** + ***** / Settled Transaction PIN Debit and EBT Card Transactions per month: ***** + ***** / Settled Transaction ***** ***** / Authorization ***** (*) $***** applies as of May 1, 2014 for transactions which utilize Global Front End authorization and capture services provided Global has not limited Mercury’s ability to use Mercury’s in-house authorization and capture functionality; in which case the parties will discuss in good faith an extended date. ***** ***** / per item ***** ***** / per item ***** ***** / per merchant per month ***** ***** / per merchant per month ***** ***** / per merchant per month ***** ***** / per merchant per month ***** ***** / per batch ***** ***** / per item ***** ***** Confidential Initial / Date /s/ JS / - / /s/MT ***** ***** / month / Merchant ***** ***** / item ***** ***** / item ***** ***** / item ***** ***** / transaction ***** ***** / item ***** ***** / authorization ***** ***** / authorization ***** ***** / authorization ***** ***** / authorization ***** ***** / user / month ***** ***** / user / month ***** ***** ***** / activation ***** ***** / month / ID ***** ***** / user ID / year ***** ***** / activation ***** ***** / month ***** ***** / user activation ***** ***** / minute Confidential Initial / Date /s/ JS / - / /s/MT ***** ***** ***** / TID ***** ***** / Router ***** ***** / TID ***** ***** ***** / TID ***** ***** / activation ***** ***** / month ***** ***** / activation ***** ***** / month ***** ***** / activation ***** ***** / month ***** ***** / month ***** ***** / month ***** ***** / hour ***** ***** / hour ***** ***** each / month ***** ***** / hour ***** ***** / month ***** ***** / item ***** ***** / change ***** ***** / hour ***** ***** / Merchant changed Confidential Initial / Date /s/ JS / - / /s/MT ***** ***** / Merchant changed ***** ***** / file ***** ***** / file ***** ***** / per set ***** ***** / table ***** ***** / one time fee ***** ***** / month ***** ***** ***** ***** ***** ***** (*****) ***** ***** / month Confidential Initial / Date /s/ JS / - / /s/MT ***** ***** / person / day ***** ***** / person / day ***** ***** / person / day ***** ***** / day ***** ***** ***** ***** / person / day ***** ***** / person / day ***** ***** / item ***** ***** / item ***** ***** / transaction ***** ***** / transaction ***** ***** / transaction ***** ***** / transaction ***** ***** / transaction ***** ***** / transaction ***** ***** / activation ***** ***** / year ***** ***** / occurrence ***** ***** / occurrence Confidential Initial / Date /s/ JS / - / /s/MT