When problems are reported to the Company, they are assigned a severity level based on the following criteria:

Escalation Schedule

The following table illustrates the escalation process for problems reported to the Company:

1. The Customer will identify and articulate to the Company’s staff via phone call or email the symptoms of the problem as perceived by the Customer and describe the conditions and events leading up to the problem.
2. The Company will conduct problem determination and resolution using custom and commercially available tools to determine whether the problem resides in the Customer’s host environment, the Customer’s contracted service provider or the Company’s Services and software.
3. The Company will verbally deliver to the Customer a diagnosis of the problem and an estimate of the time and resources required to resolve such problem.
4. The Company and the Customer will collectively use commercially reasonable efforts to resolve any problems encountered by Customer directly relating to the Company’s Services and software, with priority given to critical and service impacting matters. The Customer shall where deemed necessary by the Company’s staff, provide adequate physical and/or electronic access to Customer equipment to the Company’s staff in order to allow the Company’s staff to diagnose and resolve problems.
5. In the event that the Company’s staff member who is in contact with the Customer is unable to resolve the Customer’s problem, the severity of the issue will be escalated, and a technician, software developer or an Officer of the Company will be contacted to aid in the resolution of the Customer’s problem. A higher-level escalation shall take place in accordance with the above escalation schedule if required.

1. The Company will have staff available to take Customer support phone calls at the Company’s offices Monday through Friday, from 8:30 AM to 5:30 PM Eastern Standard Time. The Company’s offices may not be open for business on standard Canadian and Quebec holidays and therefore staff may not be available to take support calls during these holiday periods.
2. After business hours, on weekends and during other periods when the Company’s staff may not be available to take Customer support phone calls, the Customer will have the mobile telephone number or pager number of at least three Company staff members. The Company’s staff will have designated availability schedules and have pre-determined after-hours escalation procedures. If any periods arise where the Company has reason to believe that none of its staff will be available to the Customer for support issues, the Company will inform Customer twenty-four (24) hours in advance of such unavailability.
3. The Company’s staff may be required to travel to Customer’s premises to resolve technical issues and problems. If the issue is covered under warranty, there will be no charge to the Customer for associated labour fees. The Customer is, however, responsible for reimbursement of reasonable travel costs at market rates based on a pre-approved quotation provided by the Company.