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DocuSign Envelope ID: D1041CA6-DBD4-42BE-8832-7C592BF2BA15 <br /> LAND MANAGEMENT CENTRAL PERMITTING SYSTEM Orange County, NC <br /> Vendor a Systems, L.L.C. <br /> SOFTWARE VENDOR INFORMATION RESELLER INFORMATION (if applicable) <br /> Company Name TMA Systems, L.L.C. Company Name <br /> Street Address 5100 East Skelly Drive, Suite 900 Street Address <br /> City, State,Zip code Tulsa, Oklahoma 74135 City,State, Zip code <br /> Telephone Number (918)858-6600 Telephone Number <br /> Primary Contact Ross Powell,Account Executive Primary Contact <br /> Secondary Contact(if applicable; Mike Koenig,Vice President-Sales&Mkt Secondary Contact(if applicable; <br /> SOFTWARE SUPPORT SOFTWARE SUPPORT(if applicable) <br /> Location of Application Software Location of Application Software <br /> Support Personnel Tulsa, Oklahoma Support Personnel <br /> Number of Application Software Number of Application Software <br /> Support Personnel 12 Support Personnel <br /> Support Hours(designate time Support Hours(designate time <br /> zone) 7:00am to 5:00pm CST zone) <br /> Guaranteed Response Time Guaranteed Response Time <br /> Average Response Time 60 seconds or less Average Response Time <br /> The goal of the Customer Support Services <br /> (CSS)department is the have the first tier <br /> support team closes cases(not defects)on <br /> the first call. If the case cannot be closed <br /> on the first call it is moved to the second <br /> tier support team and the client is to be <br /> called within 3 hours with a resolution or <br /> for notification of progress on the issue. <br /> The objective is to have the resolution of <br /> the issue no later than 8 business hours <br /> from the time the issue was initially <br /> reported and the case created. <br /> Average Resolution Time Average Resolution Time <br /> 800 Number Access (800)228-8765 800 Number Access <br /> B-Vendor Profile Appendicies B-J <br />