2019-004-E OPT - Ecolane dispatch and scheduling software

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DocuSign Envelope ID:CD64977C-17FD-49FO-9672-81 D6326AF370 Assignment of Service Request Status When a customer contacts Ecolane Customer Support and requests help to resolve a question or an issue, a service request is opened. The following table describes the possible status that may be assigned to a service request. I� ICriteria Open A service request has just been submitted. It may be assigned to an individual or a queue. Ecolane has not responded yet to customer. Responded Ecolane has responded to the customer regarding the receipt of the service request and is actively pursuing a resolution. On Hold Ecolane is not actively working on the resolution of the service request. Generally, this is due to information pending from the submitter of the service request. However, service requests may be put on hold for other reasons as well. More Info Ecolane is waiting for more information to be able to clearly understand, have the ability to Required reproduce or identify from the system log the issue at hand. Closed Closed status reflects that: • The customer and the Ecolane agree that a satisfactory resolution has been provided, or • The customer understands that there is not a solution to the issue at hand, and the issue is not a result of a product defect, or • Ecolane has made multiple attempts to contact the customer that opened the log and the customer has not responded. Electronic service requests (Web, e-mail) may be closed when Ecolane Professional Services has provided an electronic reply with a high degree of confidence that the reply will resolve the issue or answer the question. Networking, hardware and installed software at the site are the sole responsibility of the customer and are not covered in Support Services. Customer misuse or unauthorized use of Licensor Software or Mobile Modules also is not covered in Support Services. Ecolane USA, Inc. 940 West Valley Road, Suite 1400,Wayne,PA 19087 610-312-0033 4821-6909-6038.1