OmniCare Customer Support - Technical Support Prioritization and Troubleshooting Obligations

^{OmniRIM Obligations}

^Priority

^Definition

^{Support Initial Response and Acknowledgement}

^{Beginning of Relief Efforts}

^{(OSI will begin working on an acceptable work-around, remedy or cure for the Software error on a commercially reasonable efforts basis)}

^Escalation

^{(If an acceptable work-around or cure for the Software error is not found within this timeframe from the initial notification, the parties agree that the technical support representative or intercompany liaisons shall refer the issue to senior executives of OSI and Customer )}

^{P1 – Critical}

^{·        Catastrophic failure that is preventing customer or workgroup from performing critical business function.}

^{·        Production Data corruption (data loss, data unavailable).}

^{·        Production System crash or hang.}

^{·        Production System and/or Data is at high risk of potential loss or interruption.}

^{·        Production System workaround is required immediately.}

^Within

^{2 business hours of OmniRIM’s initial receipt of Customer notification during standard business hours.}

^Within

^{4 business hours of OmniRIM’s initial receipt of Customer notification during standard business hours.}

^Within

^{8 business hours
of OmniRIM’s initial receipt of Customer notification during standard business hours.}

^{P2 – High}

^{·        Customer or workgroup able to perform job function, but performance or job function significantly degraded or severely limited.}

^{·        Production System adversely impacted preventing or severely limiting users from performing their day-to-day tasks.}

^Within

^{4 business hours of OmniRIM’s initial receipt of Customer notification during standard business hours.}

^Within

^{8 business hours
of OmniRIM’s initial receipt of Customer notification during standard business hours.}

^Within

^{2 business days
of OmniRIM’s initial receipt of Customer notification during standard business hours.}

^{P3 – Medium}

^{·        Customer or workgroup performance of job function is largely unaffected.}

^{·        Production system has encountered a non-critical problem or defect and/or questions have arisen on product use or procedures.}

<sup>·        Modifications to existing features / functionality such as INI settings or the customizations of reports.

·       A P1 or P2 issue where a temporary workaround has been provided.</sup>

^Within

^{3 business days
of OmniRIM’s initial receipt of Customer notification during standard business hours.}

^Within

^{10 business days
of OmniRIM’s initial receipt of Customer notification during standard business hours.}

^{At a mutually agreed upon time between the customer and the Technical Support Representative}

^{P4 –  Low} 

^{·        Minimal system impact; includes feature requests and other non-critical questions.}

^{·        Cosmetic flaws}

^{·        Minor annoyances}

^{·        No significant / immediate customer business impact.}

^Within

^{5 business days
of OmniRIM’s initial receipt of Customer notification during standard business hours.}

^{At a mutually agreed upon time between the customer and the Technical Support Representative}

^N/A