InfoQuest  will respond to and fix Client Problems based on the following guidelines.

All requests will be serviced on a first-come-first-served basis and typically resolved within one day.

PRIORITY 1 (CRITICAL)

Client or InfoQuest has identified a possible error or fault that is causing sever impact to system operation.

PRIORITY 2 (MEDIUM)

Client or InfoQuest have identified a possible error or fault that has no critical effect or operational impact other than the device itself.

• Problem Reporting: 24hr x 7 day x 365 days
• Time to Fix: Before end of the next InfoQuest Business Day or to a timescale agreed upon by InfoQuest and Client

PRIORITY 3 (LOW)

General inquiry or problem which has no operational impact on the customer system.

• Problem Reporting: 9:00 AM - 5:00 PM EST weekdays Monday - Friday
• Time to Fix: Before end of next InfoQuest Business Day or to a time scale agreed upon by InfoQuest and Client

InfoQuest will update trouble tickets to reflect the current status of all Client Problems.  Some Client Problems may require further investigation, internal escalation by InfoQuest, or external escalation by Client or InfoQuest to 3rd party vendors under contract or license by Client.  although InfoQuest will aim to resolve Client Problems in the shortest possible timeframe, this may, in some cases depend on the availability of diagnostic information from the Client or its vendors. In this case InfoQuest will monitor events throughout the diagnostic process and keep Client informed of progress.

RESOURCES

As required by InfoQuest with regard to diagnosing and resolving Client Problems, Client will provide InfoQuest with administrative access to servers, systems and networks.  Client will also provide InfoQuest with access to information such as but not limited to configurations, licensing, support contracts, warranty information or contact information required by InfoQuest to diagnose or resolve Client Problems.

InfoQuest will provide Client with contact information for InfoQuest so that Client may report Priority 1 and 2 problems to InfoQuest outside InfoQuest's Normal Business Hours.

STANDARD SUPPORT

Includes all requests for InfoQuest Support and includes but is not limited to the installation, configuration, troubleshooting or resolution of the server, server components, or application programs.

Regular Business Hours

• Business Days*, Monday through Friday, 9:00 AM - 5:00 PM EST
• Requests submitted by Client through InfoQuest trouble ticketing system, email, phone, or live chat.
• Prioritization is based on first come first served basis
• Time to fix is based on Priority of Client Problem
• Billed at $125.00 per hour in 15 minute increments

Non-Business Hours

• Business Days*, Monday through Friday, 5:00 PM - 9:00 AM EST the following business day
• Requests submitted by Client through InfoQuest trouble ticketing system, email, phone, or live chat
• Prioritization is based on first come first served basis
• Time to fix is based on Priority of Client Problem
• Billed at $175.00 per hour in 15 minute increments

Weekends

• Friday, 5:00 PM - Monday 9:00 AM EST
• Requests submitted by Client through InfoQuest trouble ticketing system, email, phone, or live chat
• Prioritization is based on first come first served basis
• Time to fix is based on Priority of Client Problem
• Billed at $225.00 per hour in 15 minute increments

Holiday

• Any InfoQuest non-business day*
• Requests submitted by Client through InfoQuest trouble ticketing system, email, phone, or live chat
• Prioritization is based on first come first served basis
• Time to fix is based on Priority of Client Problem
• Billed at $295.00 per hour in 15 minute increments

PRIORITY SUPPORT

InfoQuest Priority Support gives Client Problems submitted by Clients with Priority Support priority over Client Problems without Priority Support and reduces the hourly rate for Support time.

Includes all requests for Support and includes but is not limited to the installation, configuration, troubleshooting or resolution of the server, server components, or application programs.

Non-Business Hours

• Business Days, Monday through Friday, 5:00 PM - 9:00 AM EST the following business day*
• Requests submitted by Client through InfoQuest trouble ticketing system, email, phone, or live chat
• Prioritization is based on first come first served basis
• Time to fix is based on Priority of Client Problem
• Billed at $89.00 per hour in 15 minute increments

Non-Business Hours

• Business Days*, Monday through Friday, 5:00 PM - 9:00 AM EST the following business day
• Requests submitted by Client through InfoQuest trouble ticketing system, email, phone, or live chat
• Prioritization is based on first come first served basis
• Time to fix is based on Priority of Client Problem
• Billed at $125.00 per hour in 15 minute increments

Weekends

• Friday, 5:00 PM - Monday 9:00 AM EST
• Requests submitted by Client through InfoQuest trouble ticketing system, email, phone, or live chat
• Prioritization is based on first come first served basis
• Time to fix is based on Priority of Client Problem
• Billed at $159.00 per hour in 15 minute increments

Holiday

• Any InfoQuest non-business day*
• Requests submitted by Client through InfoQuest trouble ticketing system, email, phone, or live chat
• Prioritization is based on first come first served basis
• Time to fix is based on Priority of Client Problem
• Billed at $199.00 per hour in 15 minute increment

REFUNDS

In the event a Client Problem is the result of an inadvertent action taken by InfoQuest, or by a component owned and configured by InfoQuest that has not been altered by Client, InfoQuest will refund related Client Support charge.

* Business Days are defined as any day other than Saturday, Sunday, or a Bank Holiday in the United States of America.

Revised: 03/31/2008