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DocuSign Envelope ID: CD64977C-17FD-49F0-9672-81 D6326AF370 <br />Assignment of Service Request Status <br />Wh e n a custo me r con tacts Ecola ne Custome r Suppo rt a nd requests he lp to re sol ve a question or a n issue , a <br />service request is o pe n e d. The fo llowing table d escribes the possible status that m a y be assigned to a se rvice <br />request. <br />Open A service reque st has just been submitted. I t may b e assigne d to a n individua l or a queue. <br />Ecola ne ha s not respo nded Y,..:ec..ct...cto"-'c"'u""s.;cto"m=e ccr. ___________________ ---l <br />Responded Ecola ne has responded to th e custo mer reg a rding t h e rece ipt of th e se rvice reque st a nd is <br />l---------1-:::ac:::t,::i v:..,e::,I pursuing,----'-a-'-r-'-e-'-so'-1-"u"ti-'-o"n'-. ----------------------------1 <br />On Hold Ecolane is n ot activ e ly working o n the re solutio n of th e se rvice requ est. G e nera lly, this is due <br />to information pending from the submitte r of the service request. Howeve r, se rvice requests <br />l----------1-:.:.m:.:::ay be put o n ho ld for other reasons a s well. <br />More Info <br />Required <br />Closed <br />Eco la ne is wa iting fo r m o re informa tio n to be a ble to clearly understa nd, have the a bility to <br />reproduce o r ide ntif fro m th e syste m log,_:::t h:.::e:...i:::s:::s:::u e:::...::a:.:.t.:.h:::ae:n:::dc:... --------------1 <br />Clo sed status refl ects th at: <br />• The custo mer and th e Ecol a ne agre e th at a satisfa cto ry resolutio n ha s been <br />provided, or <br />• Th e custo mer understands th at there is not a solutio n to the issue at h a nd, a nd th e <br />issue is n ot a result of a product d efect, o r <br />• Ecolane has m a de multiple atte mpts to co ntact th e custome r that op en ed the log a nd th e custo m er h as n ot re sponded. <br />Electronic se rvice requests (Web, e-ma il) m ay be closed when Ecola ne Professional Se rvice s <br />h a s provided a n e lectronic reply with a high d egree of co nfide nce tha t th e reply will resolve the <br />issue or answe r the u estio n. <br />N etworking, h a rdware a nd insta lled softwa re at the site a re the sole respo nsibility of the custo m e r a nd a re n o t <br />covered in Support Services. Custom e r misuse o r una utho rized use of Licensor Softwa re or Mobile Modules a lso is <br />n ot covered in Support Service s. <br />Ecolane USA, lnc. 940 West Valley Road, Suite 1400, Wayne, PA 19087 61 0-312-0033 <br />Docusign Envelope ID: 30116525-3CA0-44BF-A300-567E64354BC7