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AMS – TMA Terms Document <br />11 <br />EXHIBIT B: SERVICE LEVEL AGREEMENT <br /> <br /> <br />Seventy-five percent of all questions or problems reported to the TMA Systems Client Support <br />Services department are answered or resolved on the first day, and most of those on the first <br />phone call or e-mail response. We maintain a large enough support staff to ensure that you will <br />rarely if ever, have to wait more than 15 minutes to have your call answered by a trained TMA <br />Systems professional. If you are placed on hold but are unable to wait, you always have the <br />option to zero out to the operator, who can take a message and have someone from the client <br />support services center return your call. <br /> <br />Issues that our Tier I representatives are unable to resolve are escalated to our Tier II <br />representatives to ensure that an answer or resolution can be provided as quickly as possible. <br /> <br />Any question that our Tier II representatives are unable to answer, or problem they are unable to <br />resolve, is escalated to our Engineering department for assistance in providing an answer or <br />resolution for the issue. <br /> <br />Any defects found in the application are, once verified, reported promptly to our Engineering <br />department. Defects are categorized and prioritized based on the severity and impact of the <br />issue. We use four categories to prioritize any defect found in the application. Those four <br />categories are: <br /> <br />• Critical – a defect which causes data corruption or has caused the entire application, or an <br />entire module of the application, to be non-functional. <br /> <br />• High – a defect which has a significant impact on the functionality of the application and <br />for which there is no “work around”, or for which the workaround provided causes a <br />significant negative impact on workflow for the client. <br /> <br />• Medium – a defect which has an impact on the functionality of the application but for <br />which a viable, temporary “workaround” is available. <br /> <br />• Low – a defect which has minimal impact on the functionality of the application and for <br />which there is a viable “work around”, a defect in a report, or a defect that is cosmetic in <br />nature. <br /> <br />Critical defects are treated with the utmost urgency and work on a resolution begins immediately <br />upon verification of the defect. Once the cause of the defect has been determined and <br />Engineering has provided a release which includes resolution of the reported defect, the <br />resolution is tested and verified. Once the resolution is verified, an immediate release is <br />provided to the client or clients who reported the issue. Ten days after this emergency release is <br />made available to the client or clients who reported the defect, the new maintenance release is <br />made available to all clients on the TMA Systems support website. <br /> <br />DocuSign Envelope ID: D1041CA6-DBD4-42BE-8B32-7C592BF2BA15DocuSign Envelope ID: 3E613CA5-0A37-4CD3-890F-47CC5E2F38B1