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12. FASTER will follow the below access to andst Customer with resolution of two= <br />a During Normal Business Hours, FASTER's answering of phone calls is as follows: 95% by <br />the third ring 99 % by Me fifth ring. <br />It. There is so exception to Me above during FASTER Support Team training which will occur <br />no ore than twice a month aM for no more than 90- minutes each. During these tearing <br />sessions, the response time may drop to 90 %orcans amwmd by Me fifth ring. <br />o. FASTER's response to email support requests during Normal Business Hours is: 95% within <br />three hone end 99K within one business day. <br />d. Once contact with a FASTER Support Team Member is established via phone or email, a <br />case will he around for tracking purposes and Ne supplied information will be documented <br />such theta Customer may request a case number for tracking purposes. <br />e. In order to resolve the issues on Customer's for call, FASTER's Support u structured to: <br />answer Customer's questions and identify log; mds or error information the Customer <br />needs an require and submit in ensure trouble shrot the issue durmlithat first phone call. <br />F. Ifthe Issue cannot be resolved in one phone call, the Supped Team Member who look the <br />call will diligently strive for timely rcsoluden. Iffie Support Team Member cannot timely <br />resolve this issue, hMffie will engage with his9ler supervisor to assign Me one to the <br />appropriate steRmemher for either resolution or escalation of the case to the Development <br />Team. <br />Term: <br />For a new customers: The term is dictated by the Statement of Work & Pricing Document <br />For customers migrating ho FASTER Web: The reran and cost is dictated by the Statement of Work & <br />Pricing Document. <br />For customers renewing annual Suftwore Upgrades & Support for later current FASTER <br />preduM: The term orthis Agreement shell W for one year from the day after the expiration of Me <br />previous year's Softwam Upgrades & Support Agreement. The renewal will include a3 %(three <br />perceng cast increase have the previous year's Software Upgndas & Support Agreement. <br />A lapse in Software Upgrades & Support a defined as non - payment for 6n-deys after the expiration of <br />Me previous year's annual Software Upgrades At Support Agreement. Should the Customer lapse in its <br />continuity Soflwsm Upgrades & Support by non - payment of more Nan 60 -days, renewal of annual <br />Safiware Upgrades & Support will heat FASTER's discretion and may equire a penalty payment and a <br />price that is based on current retail cost. <br />Customer may opt an terminate Software Upgrades & Support at the later of Me end of any one -year <br />term or Me term identified in the Statement of Work & Pricing. <br />Customer may renew Software UpgrWes & Support by paying for the next year's annual Software <br />Upgrades & Supped with a 3% (Mom parents) increase within 60 -days after Me end of Me previous <br />support period. <br />A customer may, at any time, license other FASTER software NM will sho have Software Upgrades <br />& Support fte. There will he an additional Software Upgrades & Support tee due at Me time of licensing <br />the additional software baud on Me associated licensing fee. That fee is determined by FASTER pro- <br />rating the months remaining on Me current year's Software Upgrades & Supped. And the fallowing <br />year's Software Upgrades & Support will include an increases reflecting that licensing and Me <br />commensurate 3 % (three Wreent) increase <br />pma.e 10117 <br />