Common use of Hosting and Support Services Clause in Contracts

Hosting and Support Services. CSG shall provide technical support and operational maintenance for the Production Environment of the Content Direct System as part of the Content Direct Services. These hosting and support services are provided in a manner to maximize Service Availability and minimize any Service Interruption of the Production Environment. Technical Support/Operations CSG provides methods for submitting issues found within the Content Direct Service via a web accessible ticket tracking system, as well as through direct calls to CSG’s Support Center (“Solutions Support Center”). Support is available 24x7x365 for issues with a Severity Level of “Critical” or “High” and during 8:00 am – 6:00 pm Central for issues with a Severity Level of “Medium” and “Low”. CSG defines the support levels as follows when an issue is reported by the Customer: Level 1 Support (SSC): CSG provides initial support through its Solution Support Center, which shall provide for the initial triage of an issue. The Solution Support Center may be contacted via phone or via the web (through CSG’s extranet at ▇▇▇▇▇://▇▇.▇▇▇▇▇▇▇▇▇▇.▇▇▇) and will work with the Customer to collect pertinent information, understand the issue and attempt to replicate and resolve. If, after the Solution Support Center’s investigatory resources are exhausted, the Solution Support Center still unable to resolve the issue, it will escalate to Level 2 Support. Level 2 Support (Operations): Once the Solution Support Center escalates the issue to Operations, Operations begins troubleshooting and analyzing the issue. Operations has additional security rights permitting it to dig deeper into the issue through database queries, server reviews and monitoring. If, after the Operations’ investigatory resources are exhausted the issue remains unresolved, the issue will be escalated to Level 3 Support.

Hosting and Support Services. CSG shall provide technical support and operational maintenance for the Production Environment of the Content Direct System as part of the Content Direct Services. These hosting and support services are provided in a manner to maximize Service Availability and minimize any Service Interruption of the Production Environment. Technical Support/Operations CSG provides methods for submitting issues found within the Content Direct Service via a web accessible ticket tracking system, as well as through direct calls to CSG’s Support Center (“Solutions Support Center”). Support is available 24x7x365 for issues with a Severity Level of “Critical” or “High” and during 8:00 am – 6:00 pm Central for issues with a Severity Level of “High”, “Medium” and “Low”. CSG defines the support levels as follows when an issue is reported by the Customer: Level 1 Support (SSC): CSG provides initial support through its Solution Support Center, which shall provide for the initial triage of an issue. The Solution Support Center may be contacted via phone or via the web (through CSG’s extranet at ▇▇▇▇▇://▇▇.▇▇▇▇▇▇▇▇▇▇.▇▇▇) and will work with the Customer to collect pertinent information, understand the issue and attempt to replicate and resolve. If, after the Solution Support Center’s investigatory resources are exhausted, the Solution Support Center still unable to resolve the issue, it will escalate to Level 2 Support▇▇▇▇▇ ▇ ▇▇▇▇▇▇▇. Level 2 Support ▇▇▇▇▇ ▇ ▇▇▇▇▇▇▇ (Operations▇▇▇▇▇▇▇▇▇▇): Once the Solution Support Center escalates the issue to Operations, Operations begins troubleshooting and analyzing the issue. Operations has additional security rights permitting it to dig deeper into the issue through database queries, server reviews and monitoring. If, after the Operations’ investigatory resources are exhausted the issue remains unresolved, the issue will be escalated to Level 3 Support▇▇▇▇▇ ▇ ▇▇▇▇▇▇▇.