We at DATABASICS fully understand our responsibilities as a provider of hosting services to our customers.
We strive to ensure that our systems are always secure, available and performing properly. There are instances, however, where we must take action to prevent, limit or correct service problems. For those incidents we have established procedures to work with our service delivery partners and our customers to minimize impact and expedite resolution. Our in-house support organization provides our customers and partners timely and effective support as described below.

For addressing observations raised by customer DATABASICS is organized into four teams:

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.

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.

DATABASICS escalation policy by priority/team is summarized below. Note that the escalation period is the
maximum allowable under DATABASICS’ procedures and may occur sooner.

Open

The DATABASICS Support group primarily provides support to a named group of application administrators and super users, however we will provide end user support for the following common end-user requests:

1. Mobile access and activation;

2. Password reset and locked accounts;

3. Missing credit card charges;

4. Missing e-mailed receipts; and

5. DATABASICS ACH service - setting up new accounts and queries related to deposits

In addition, DATABASICS will work with end-users on support requests transferred from the internal support team regarding:

1. Connectivity issues;

2. Application warnings and error handling, locating the problem and providing a solution or workaround;

3. Application questions; and

4. Report management, including scheduling

The DATABASICS Support organization cannot facilitate for requests for support of customer’s IT, process and data configuration. This includes:

1. Changes to application configuration, e.g., account mapping, approval structure, policies, etc.;

2. Modifying data loaded from master records in HR or ERP systems, e.g., delete, activate, or change users,
   projects, or approvers;

3. Changing any type of data in the application, e.g. extracts, accruals, cost/bill rates, per-diem, or mileage
   rates;

4. End User Training;

5. Make changes to end-users’ hardware, software or network; or provide

6. Application and Administration Training
   
   

These types of requests will be referred back to the client main contact to be raised as services requests and managed under change control.

You can report your incidents to us as follows:

1. Preferred: Login to https://www.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:

• Your Name:

• Your Organization Name

• Your Email ID

• Your Phone Number