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

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immix`~echnology, Int. integrated with the Development Engineering staff and engage their assistance and technical guidance when necessary and/or directly escalate depending on case severity and time to resolve considerations. For situations that contain multiple cases an Account Manager may be assigned to act as a single point of contact and communication regarding case resolution status, action plan development, resource integration and implementation co-ordination. The Account Manager remains engaged until the situation has been successfully remediated. Management Escalation. Ordering Activity may, at any time, ask to speak to a Contractor manager if they experience dissatisfaction with the level of service received with respect to a specific case or service in general. To contact a Contractor Global Support manager, please telephone your Contractor Support Services center and ask to speak to a manager. Software Support Services and Features Contractor provides different levels of support offerings through our Platinum Plus, Platinum, Gold Plus, and Gold support services Platinum Plus Support Service. Platinum Plus Support customers have access to the same features as the Platinum Support customers and access to the Technical Account Manager (TAM). The TAM is a seasoned service professional that will draw upon a vast knowledge of Contractor products and services to provide you with proactive, consultative expertise. For Platinum Plus customers, a TAM is available 24 hours per day, 7 days per week. Platinum Plus customers can designate 5 named contacts, and also enjoy one on-site visit per year. Platinum Support Service. Platinum Support customers have access to the same service features as Gold Support customers and the following additional entitlements: • 24 x 7 x 365 telephone access to Contractor Global Support • Access to Senior Support Engineers • Response time of 1 hour or less for High, 4 hours or less for Medium, and 1 business day or less for Low Priority calls. Platinum Support customers also have the option of upgrading to Platinum Plus. Gold Plus Support Service. Gold Plus Support customers have access to the same features as the Gold Support customers and access to the Technical Account Manager (TAM). The TAM is a seasoned service professional that will draw upon a vast knowledge of Contractor products and services to provide you with proactive, consultative expertise. For Gold Plus customers, a TAM is available from 8:00 a.m.-8:00 p.m., local time, Monday- Friday. Gold Plus customers can designate 2 named contacts. Gold Support Service. Gold Support offers a very well-rounded support program. Included is free access to Contractor Global Support from 8:00 a.m. to 8:00 p.m. local time, as well as the following entitlements noted below. Gold Support customers also have the option of upgrading to Gold Plus. (i) SuperSearch (Available to all Support Attachment A customers). The Search engine searches the following data sources` and includes Basic and Advanced filters to search by product. • Knowledge base • Documentation (Manuals and User Guides) • Service packs • Ordering Activity forums • Technical Advisories and Technical Insiders • Frequently asked questions (FAOs) 'Access to data sources is limited by type of support service. (ii) Technical Advisories (Available to all Support Attachment A customers) Contractor Global Support Center personnel are a valuable source of knowledge and experience. Ordering Activity has access to the same vast repositories of information that they use. Ordering Activity has access to these technical alerts located on the Contractor customer portal. (iii) Service Case Studies (Available to Gold and Platinum level customers) An in-depth understanding of technology and how Contractor applications incorporate that technology. (iv) Learning Quick Tips (Available to Gold and Platinum level customers) a subsidiary of ItgrrrHSt{aro~s "~'~~~-~~°~^ www.immixtechnoloav corn Page ST-160