2011-199 Finance - IMMIX Technology for Kronos Automated Time Keeping System

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imxT~~~nt~lc~gy, Inc. a subsd€ary of ~ iromireCr 8:00 a.m. to 8:00 p.m., local time, Monday through Friday, excluding Contractor holidays, with access to Contractor's technical support staff -Gold or Gold Plus Support. 24 hours a day, seven days a week, 365 days a year, with access to Contractor's technical support staff -Platinum or Platinum Plus Support Priority Based Support Contractor provides support on a "priority" basis. As such, customers with the most critical request(s) will be serviced first. Contractor Global Support has set up the following guidelines to assess the priority of each service request: High Priority: A critical customer issue with no available workaround where the system or a module may be down, experiencing major system degradation, data corruption or other related factors resulting in the customer not being able to process their payroll such as: • Unable to sign-off Time Cards • Totals are not accurate • Unable to collect punches from terminals • Unable to access a critical application function such as scheduling No workaround is available. Medium Priority: A serious customer issue which impacts ability to utilize the product effectively such as: • Intermittent or inconsistent functionality results or data accuracy -accrual balances not matching pay codes but balances are accurate • Data display inaccuracies or inconsistencies across multiple tasks • System performance is inconsistent or fluctuates A workaround is available. Low Priority: Non-critical problem generally Use and Usability issues and or "how to" questions such as: • How do I set up a holiday pay rule? • How do I run a report? • How often should database maintenance be executed? A workaround is available on the customer portal. Response Time. Response Time shall mean from the time the case priority is set by Contractor' Support Center until a Contractor support representative contacts the Ordering Activity to begin service. Contractor utilizes a priority based support focus. Customers with the most critical request will be serviced in accordance with the following guidelines: Priority Gold (Platinum High ~ 2 hours f 1 hour Medium 4 hours ' 4 hours Low (8 hours 1 t3 hours All response times are business hours. The above are only guidelines and may be modified, for a particular incident, based on joint agreement A between Ordering Activity and Contractor, e.g., if a Gold support customer's case is logged at 4:55 p.m., local time, with a "Medium Priority" designation, Contractor would respond before 8:55 a.m., local time, the next business day (Monday -Friday for Gold Support customers). Critical Outages. Contractor Global Support will provide continuous effort on all high priority events through either bug identification, the development of a workaround or problem resolution. If this effort goes beyond normal hours, the case may be passed to the after hours team orto the mission critical support engineer on duty. On-going continuous effort may also be dependent on Ordering Activity's ability to provide a resource to work with the Contractor Global Support engineer during this period. Support outside the scope of the services Attachment A is billable. Technical Escalation. Contractor's case resolution process is a team-based approach structured around specific products of the Application suite and staffed by Support Engineers covering the full spectrum of skill sets and technical expertise. The Teams are empowered to dynamically apply the appropriate resources to a case based on severity and complexity to ensure the fastest resolution time possible. The teams are also GS-35F-0265X www.immixtechnology.com Page ST-159