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DocuSign Envelope ID: D1041CA6-DBD4-42BE-8B32-7C592BF2BA15 <br /> AMS —TMA Terms Document <br /> High urgency defects are addressed in scheduled monthly releases designed to provide resolution <br /> for all reported High urgency defects, as well as any Critical defects that have not yet been <br /> resolved. As soon as the resolved defects have been tested and verified, the monthly release is <br /> made available to each of the clients who have reported a defect which has been resolved in this <br /> release. After ten days, the maintenance release is made available to all clients on the TMA <br /> Systems support website. <br /> Medium and Low urgency defects are addressed in scheduled quarterly releases in which all <br /> outstanding reported defects are resolved. Once the resolved defects have been tested and <br /> verified, the quarterly release is made available to each of the clients who have reported a defect <br /> which has been resolved in the release. After ten days, the maintenance release is made available <br /> to all clients on the TMA Systems support website. <br /> Suggestions from our clients for changes or enhancements to the TMA Systems applications are <br /> submitted immediately to Engineering. Although it is impossible to implement all suggestions <br /> due to possible negative impact on other clients, or because implementation would require major <br /> restructuring of the application, each suggestion is reviewed for feasibility by committee. <br /> "Down" clients who call into the Client Support Services call center are transferred immediately <br /> to a Tier II representative unless all Tier II representatives are already assisting other clients. In <br /> that case, the Tier I representative keeps the client on the line and immediately informs the Client <br /> Support Services Supervisor that they are speaking to a down client. The Tier I representative <br /> will remain on the phone with the client and attempt to assist them until such time as the CSS <br /> Supervisor is able to arrange to free up a Tier II representative to work on the issue. Addressing <br /> the issues of a down client are the highest priority for the Client Support Services call center <br /> representatives who, when needed, have authorization to immediately bring in an Engineering <br /> staff member to consult on the case until it is resolved. If it becomes necessary for the client to <br /> hang up to try measures suggested by Engineering or the Tier II representative, hourly follow up <br /> calls will be made by the responsible Tier II representative to the client until such time as the <br /> issue is resolved, or the client is back on the phone with the CSS representative to continue <br /> troubleshooting the problem. <br /> Customer Satisfaction — Once a case is closed, if you have not received a client support <br /> satisfaction survey within the last 30 days, you will receive an e-mail with a link to a client <br /> support satisfaction survey form on which you can rate your level of satisfaction with the client <br /> support services staff and the support you received. In addition, this survey provides you the <br /> option of including any additional comments regarding the support you received. This is one of <br /> the methods we use to measure our performance and make improvements where needed to <br /> ensure we are delivering world class customer service and support to our clients. <br /> TMA Support Contact Information <br /> TMA Systems support phone number: 1-800-661-8171 <br /> Email address: support@tmasystems.com <br /> Support Hours: 7 am— 5 pm CST/CDT Mon. —Fri. for regular, non-emergency issues <br /> 12 <br />