SUPPORT ESCALATION POLICY AND PROCESS

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1. POST IMPLEMENTATION TEAM: The Post Implementation Team receives every incident reported through our on-line Customer Portal, or through other means such as phone or e-mail (the Customer Portal is the recommended means of requesting support). A support request or “ticket” is created and assigned a priority based upon criteria such the degree and extent of system accessibility.

2. IMPLEMENTATION TEAM: If the incident is judged by the Post Implementation Team to require the team that implemented the solution for the customer to resolve, the ticket is routed to the Implementation Team project manager.

3. INTEGRATION/TECH TEAM: If the incident is judged by the Post Implementation Team to require the
   Integration/Tech Team that implemented the solution for the customer to resolve, the ticket is routed to the Integration/Tech Team manager.

4. DEVELOPMENT TEAM: If the incident is judged by the Post Implementation Team to require the Product
   Development Team to resolve, the ticket is routed to the Development manager. The Development Team consists of product developers and product Quality Assurance engineers. If their attempt to find a solution is protracted, they may develop a workaround.

SEVERITY LEVELS

PRIORITY 1 CRITICAL — Customer’s Production Site is inaccessible or there is a suspected security breach.
The Post Implementation Team will route the ticket to the Integration/Tech Team directly. All necessary resources will be committed until the situation is resolved including escalation to the Development Team as soon as it appears their participation is required. The Development Team will respond without delay. The initial response will normally be 15 minutes or less.
PRIORITY 2 HIGH — The incident affects a large number of users or significant business processes such as
accounting extracts or credit card loads. DATABASICS Post Implementation and Implementation team will commit full-time resources during normal business hours.
PRIORITY 3 MEDIUM — The incident does not substantially affect over-all business operations, but significantly limits the efficient use of the system by a small sub-group of users. DATABASICS will commit resources during normal business hours to restore service to satisfactory levels. Post Implementation Team will handle such a request in consultation with the Implementation Team regarding the customer’s specific configuration.
PRIORITY 4 LOW – The support request is a suggestion, a report of a single user’s unique experience, a request for professional services or pertains to an administrative matter such as billing. The Post Implementation Team will document the incident, resolve it if it can or route the ticket appropriately.

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You can report your incidents to us as follows:

1. Preferred: Login to https://supportwww.data-basics.com/services-support/support/ and create a ticket. This is the fastest way
   to get your issue resolved. If you do not have a login ID, then use Option 2, below.

2. Email to support@data-basics.com
   Please include the following information in the email, as it will help us in providing a faster resolution:

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