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DocuSign Envelope ID: B4D9BEED- F7D1- 45E2- BDC4- 385740lA2AB3 <br />TRUSTCOMMERCE <br />COMPREHENSIVE I SECURE TRUSTED <br />TrustCommerce Support Overview <br />& Service Level Objectives <br />Support Type <br />Areas Inquiry <br />TrustCommerce • • • Overview <br />Contact Information <br />Availability/Response Goals <br />First -level Merchant <br />of <br />Basic Vault Issues <br />Client Services <br />Live Support <br />Support <br />(Phone and Email) <br />• Navigation <br />Phone <br />*Second -level support is <br />• Reporting <br />(800) 915 -1680, option 3 <br />Monday — Friday <br />initiated by Client <br />• Batch reconciliation <br />6:00 a.m. to 6:00 p.m. Pacific Time <br />Services, as needed. <br />• Vault settings <br />When calling, be prepared to provide the following: <br />Phone: One (1) minute average wait time <br />Questions <br />• CustlD <br />• Answer to Security Question <br />Email: One (1) business day <br />• Product functionality <br />Email <br />After Hours Support <br />• Behavior <br />ClientServices (a)TrustCommerce.com <br />(Phone Only) <br />• Account issues <br />Your message should include the following: <br />24/7/365 <br />• Password resets <br />• Configuration <br />• Subject Line: Type your CustlD and merchant name <br />Leave a message for a return call <br />9 <br />• Reporting errors <br />• Body: <br />Call back estimate: One (1) hour or less <br />• Critical issues <br />• CustlD <br />• Processing affected <br />• Contact name <br />• Merchant impacted <br />• Company name <br />• Contact phone <br />• Product /Service (TC Link API, TC Vault, TC Citadel...) <br />• Issue details and /or description of error (screenshots, transaction <br />IDs, date of transaction...) <br />File Build /Updates <br />• New accounts /CustlDs <br />Products & Implementation, Merchant Boarding <br />Two (2) business days <br />• Updates to existing CustlDs <br />-or- <br />Q Delete existing CustlDs <br />Email: MerchantBoarding @TrustCommerce.com <br />10 business days (for requests <br />CC: First.Last @TrustCommerce.com <br />involving 10 or more CustlDs) <br />Invoicing /Billing <br />• Invoice copy request <br />Business Administration, Accounts Payable /Receivable <br />Two (2) business days <br />• Invoice inquiry <br />Email: Billing�a TrustCommerce.com <br />CC: First.Last @TrustCommerce.com <br />Hardware Provision <br />• Replacement hardware <br />Products & Implementation, Product Management <br />10 business days to reply with written <br />• New hardware <br />response. Replacement of hardware may <br />Email: Equipment(i)TrustCommerce.com <br />take 12 to 16 weeks (subject to inventory <br />• Encrypted devices <br />CC: First.Last @TrustCommerce.com <br />availability). <br />Account Management <br />• Product enhancements/ <br />Products & Implementation, Account Management <br />One (1) business day <br />customization requests <br />(If Applicable) <br />• Training requests <br />Name: Your Account Manager (if applicable) <br />• Invoice questions <br />Phone: (949) 387 -3747 Ext. XXX <br />• Escalations of service <br />concerns <br />Email: First.Last @TrustCommerce.com <br />© TrustCommerce 2015 Public Use Rev. 06/10/2015 <br />