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.DocuSign Envelope ID: CD64977C-17FD-49F0-9672-8106326AF370 <br />Assignment of Service Request Status <br />Wh en a custom e r contacts Ecol ane Custom er S u pport and req uests h elp to reso lve a question o r an issue, a service req uest is opened. The foll owin g table describes the possible status that may b e assig n ed to a service <br />request. <br />Open A service request has j ust been subm itted. It m ay be assigned to an i n dividual or a queue. <br />1--------+-E=co�l�a�n�e..:h..:a�s�n�o�t�r�e�s pond edy�e�t �to=--=c.:::u.:::st:.::o�m�e�r�---------------------1 <br />Responded Ecolane has respo nded to t he customer reg a rding th e receipt of the service req uest and is <br />1--------+-a�c�t�iv�e l�pu rsui n g�a=re�s�o�l�ut�i o�n�--------------------------� <br />On Hold Eco lane is n ot active ly working on the reso l ution of the service req uest. Gen erally, this i s d u e <br />to i n formation pending fro m the submitter of th e service request. H owever, service requests <br />1--------+-m=ay be [)LIi on ho ld for o ther reason s as we ll. <br />More Info <br />Required <br />Closed <br />Ecola n e is waiti n g for m o re i nfo rm ation to be able to clea rly understand, h ave the a bility to <br />reprod uce or identify from the syste m log-'t'-'he�i s,_,s:.::u.:::e..:a:.,t _::h:.::a'-'n,,_d.'---------------1 <br />Close d status reflects t hat: <br />• The cu stom e r a nd th e Ecolane a g re e t h at a satisfactory res olution has b een <br />provided, or <br />• The custo mer u n d erstands that there i s not a solution to the issue at hand, and t he <br />i ssue i s n ot a result of a prod uct d efect, or <br />• Eco lane h as made multiple attempts to contact the cu sto m er th at opened the log <br />and the custome r has not responded. <br />Electro n ic service requests (Web, e-ma il) m ay be closed whe n Ecolane Profess ional Services <br />has provided a n e lectronic reply with a high d eg re e of co nfidence t h at th e reply will re so lve the <br />issue or a nswer the uestio n. <br />Networking, hardware a nd installed software at the site a re t he sol e responsibility of th e custom er a n d are n ot cove red i n Su ppo rt Services. Custo mer misuse or unautho rize d u se of Lice nsor Softwa re or Mo bile Modu l es a lso is not cove re d i n S u pport Servi ces. <br />Ecolane USA, Inc. 940 West Valley Road, Suite 1400, Wayne, PA 19087 482 1-6909-6038. l 610-312-0033 <br />Docusign Envelope ID: 30116525-3CA0-44BF-A300-567E64354BC7