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SCHEDULE C - MAINTENANCE AND SUPPORT GUIDELINES <br /> <br /> o Performance issues not impacting critical processes <br /> o Usability issues <br /> o Workstation com~ectivity issues (workstation specific) <br /> <br />Priority 3 - Low Priority <br /> <br /> · Report formatting issues <br /> <br /> ° Training questions, how to, or implementing new processes <br /> <br /> · Aesthetic issues <br /> <br /> · Issues with workarounds for large majority of accounts <br /> · Recommendations for enhancements on system changes <br /> ° Questions on documentation <br /> <br />5. Call Process <br />In order to escalate each maintenance or support request to the appropriate resource, Harris' support <br />department shall log all maintenance and support calls received from San Marcos. <br /> <br />San Marcos may place a support call tlu-ough Harris' electronic support desk at <br />http://support.hardscomputer, com or by email to: support~harriscomputer.com, by phone to 866- <br />450-6696 or by fax to 613-226-3377. <br /> <br />Each San Marcos call must provide the following information: company name, contact person, <br />Software product & version, module and/or menu selection, nature of issue, and detailed description <br />of question or issue <br /> <br />Harris eSupport or the Harris Support Coordinator will provide the caller with a Call ID to track the <br />issue and the call will be logged into the Harris support tracking database. <br /> <br />The call will be stored in a queue and the first available Harris support representative will be assigned <br />to deal with the issue. <br /> <br />As the support representative assigned to the call investigates the issue, San Marcos will be contacted <br />and advised as to where the issue stands and the course of action that will be taken for resolution. If <br /> <br />24 <br /> <br /> <br />