Support Services

Magaya Products Support Services

1. Description of Support Service Levels
The following are the various tiers of Support Service generally offered to Customers:

i. “Tier I” Support Service means accepting the initial request for assistance from the Customer.
ii. “Tier II(a)” Support Service means providing internet and telephone support for Customers in operation of the Software, including providing functional clarifications to identify possible defects in the Software; primary support for answer routine questions regarding usage of the Software; and interfacing with the Tier II(b) Support Service provider to accurately define and document the results of the Customer’s incident.
iii. “Tier II(b)” Support Service means providing backup Support Service to the Tier II(a) Support Service provider for complex or unique issues regarding the Software, including reproducing the defect in a standard “out of the box” Software environment and providing the technical expertise necessary to assist Customers with troubleshooting the Customer’s environment (i.e. the Customer’s applicable operating and database system, etc.) as it relates to usage of the Software.
iv. “Tier III” Support Service means debugging and correcting any errors or defects in the Software and maintaining source code of the Software to the highest release level of the Software.

2. Support Service Standards
The Support Service provider shall adhere to the following standards:

(a) Description of Incident Severity Levels
The general definition of an incident is a single, reproducible issue, problem or symptom. Incidents are assigned a severity level. The severity level establishes the priority of the incident and it’s set by the Magaya Tier I representative based on initial communication from Customer. Priority attention is given to the incident based on its severity. There are four (4) levels of incident severity.

Severity Level Description Examples
1 Down/Inoperable The Software is inoperable. A major application failure has occurred or data integrity issues exist, and business processes are halted. There is no workaround available.
2 High A critical business process is impaired, causing a serious disruption of a major business function. It is causing serious impact on daily functions or processing, and there is no acceptable workaround. The workaround is unacceptable if one or more of the following are true:
–  Customer must reallocate and/or add staff to accomplish the workaround
–  Workaround does not address the complete problem
3 Medium Non-critical problems occur with the Software, but the Customer can run the Software, and there is an acceptable workaround for the problem.
4 Low An inquiry and/or low system impact issue which does not require immediate attention. This includes cosmetic issues on screens or a request for information regarding the use of the Software.

(b) Description of Response Targets
Incidents are responded to when Customer initially logs the problem. The response targets are calculated as the time difference between each update Customer makes to the incident and corresponding response. Customer is responsible for logging the incident via phone, email or PageOne. The response targets assume regular business hours.

Severity Level Communication Method Response Target
Severity 1
Down/Inoperable
Call Magaya Support Average waiting time: 5 minutes
Max waiting time: 1 hour
Severity 2
High
Call Magaya Support Average waiting time: 5 minutes
Max waiting time: 1 hour
Severity 3
Medium
PageOne, Email, Call Within 1 business day
Severity 4
Low
PageOne, Email, Call Within 1 business day

(c) Description of Resolution Targets
Resolution targets are calculated as the difference between the time the incident is logged and the time the solution is provided and the incident is closed. The resolution to the incident can be an answer to a question, an acceptable workaround, an existing code correction, or a new code
correction. The resolution targets are based on the severity level of the incident and are defined below.
Tier I Support resolves 90% of all incidents within 1 day.
Tier II and III Support resolution follows the schedule below:

Severity Level Resolution Target
Severity 1
Down/Inoperable
1-2 business days

Severity 2

High

30 business days
Severity 3
Medium
High priority ones within 60 business days
Severity 4
Low
To be mutually agreed upon

(d) Support Business Hours
The Support Department is available Monday – Friday from 7 AM until 8 PM and Saturday from 8 AM until 12 PM (Eastern Time). Technical Support can be reached by phone, email or through the software on Page One. All calls are answered in the order they are received. All other requests through email and Page One are answered within 1 business day.
During U.S. holidays, we will have limited staff, so response time may be longer. While we have contingency plans for storms or situations beyond our control, this may also lead to delayed response time.

ACELYNK Products Support Services

1. Interruptions in Services. ACELYNK will use reasonable commercial efforts to provide 99.9% availability of the Services calculated on a monthly basis. The Services may be interrupted due to:

a. Hardware failure;
b. Connection failure between the server hosting ACELYNK and the closest Internet router;
c. Planned maintenance performed outside ACELYNK’s normal business hours, which are 8:00 am to 5:00 pm, and with at least 24-hours advanced notice;
d. Unscheduled maintenance at any time to address Critical Problems and Major Problems (as defined below).

2. Customer Support. ACELYNK will use reasonable commercial efforts to provide customer support as follows:

a. Critical Problems. “Critical Problems” are those that impede or prevent timely filing of documents that have filing deadlines of 24 hours or fewer. Support for Critical Problems is provided 24 hours per day, 7 days per week. 95% of tickets will be responded to within two (2) hours. Example of a Critical Problem: a broker or importer is unable to submit its entry to CBP because of system issues.
b. Major Problems. “Major Problems” are those that impede or prevent filing of documents that have filing deadlines of more than 24 hours. Support for Major Problems is provided during Normal Business Hours. 85% of tickets will be responded to within four (4) business hours.
c. Minor Problems. “Minor Problems” include all other issues, problems and inquiries. Support for Minor Problems is provided during Normal Business Hours. 60% of tickets will be responded to within four (4) business hours.

3. Support Business Hours

a. Standard support hours are Monday – Friday 8am – 8pm EST. Support can be reached by submitting an online support ticket on the ACELYNK Support Portal accessible from within the Navigator and Navigator Pro platforms or at support.acelynk.com. During U.S. holidays, we will have limited staff, so response time may be longer.
b. Technical Support for Critical Problems is provided 24 hours per day, 7 days per week. Technical Support can be reached by submitting an online support ticket on the ACELYNK Support Portal accessible from within the Navigator and Navigator Pro platforms or at support.acelynk.com.

Catapult Products Support Services

Help Desk Hours

Catapult Tier 1 & 2 Catapult shall provide operators to receive calls and answer emails from Client for the purpose of reporting Errors. Standard support hours are Monday through Friday, 8:00 AM to 5:00 PM in each of North America, Europe, Asia, and Latin America time zones, excluding holidays through the Global Support Help Desk which is located in Cebu, Philippines.

Catapult Tier 3 To be handled by Catapult’s North American engineering team, available Monday through Friday, 8:00 AM to 5:00 PM CST, excluding holidays. For all support requests, please contact our Tier 1, global support group and issues will be escalated as necessary.

Remedies

Immediately upon identifying a system error or receiving notice from Client of an error, Catapult will respond by taking action to provide each of the first, second, and third steps with the results and timeline stipulated below.
Response time will be measured from the time that Catapult receives an error report from Client and all required documentation has been received.

1st Step: Email confirmation of receipt to client for reported error. Provided by our Tier 1 support

2nd Step: Patch, work around, or temporary fix put in place. Provided by our Tier 2 support

3rd Step: Official fix, including applicable documentation, provided to Client. Provided by our Tier 3 support

Severity Levels and Response Times

Severity Level Definition Response Time
1st Step (Tier 1) 2nd Step (Tier 2) 3rd Step (Tier 3)
1 A Catapult caused error that causes an enterprise-wide failure making the Application Services unusable including unexpected interruption downtime. 1 hour Continued effort until relief achieved but no longer than 1 business day  15 business days
2 A Catapult caused error that prohibits the use of a feature of the Application Services resulting in a critical loss of functionality. 4 hours  2 business days 30 business days
3 A Catapult caused error that prohibits the use of a feature of the Application Services resulting non-critical loss of functionality; this level shall also include responses to general system usage. 1 business day  14 business days 60 business days

Maintenance Table

Maintenance Type Service Description Period Time Zone System
Access

Regular Maintenance

Code deployment

Code deployment

30-60 minutes

Thursdays at 7:00 PM CST

No

Planned Maintenance

Server maintenance, patches, and updates Routine Server Maintenance

1-6 Hours

Outside of normal business hours, CST No