The implementation of EXEControl® is one of the most important decisions your company will make. All business implementations require wide concentrated effort. For EXEControl® users, the new system live date marks the beginning of an enterprise-wide focus toward continuous business improvements. All EXEControl® Global Solutions’ clients have an information technology foundation capable of responding to ever evolving business objectives. If you think of a way to improve your business, EXEControl® Global Solutions is ready to make it a reality.

Understanding the offerings

EXEControl® Global Solutions is the only vendor you need to augment your current staffing to meet all your information technology and business process improvement tasks. Since the requirements necessary to augment existing staff varies from one company to another, EXEControl® Global Solutions offers a cafeteria-style selection of their professional services.

At the end of this document is an explanation concerning EXEControl® Global Solutions’ position on security.

Support Services

Everything an end-user needs to know about customer service:

• Phone #: 877-633-3324 or 518-688-8779
• Fax #: 518-688-8800
• Email: support@execontrol.com or network.support@execontrol.com
• Standard business hours: 8:00am to 5:00pm EST Monday through Friday
• Off-hour support: Same phone numbers listed above, use extension five
• Website: www.execontrol.com follow link for customer login

EXEControl® Global Solutions’ Customer Support Center makes the reporting and resolution of issues quick and easy.

When calling our Support Center, the automated attendant will ask you to select one for EXEControl® support or two for equipment, networking or Windows support. Upon making your selection you will be routed to the appropriate support technician.

When sending a fax provide your name, company name, how to contact you and a description of the problem. Send your fax “Attention: Support Center”. A support technician will receive your fax, log the call and establish a plan for resolution.

When using email, submit questions to support@execontrol.com for EXEControl® issues and network.support@execontrol.com for equipment, networking or Windows support.

When using the Internet, use www.execontrol.com and select the “LOGIN” button. Once logged on, simply select the button for ‘Place support request’ and fill out the request form. To set up a logon ID and password please submit your request to websetup@execontrol.com.

Status of all calls is also accessible from EXEControl® Global Solutions’ website. Every support issue received by EXEControl® Global Solutions’ Support Center is logged regardless of submission method. A confirmation email is usually sent to the user placing the call and/or the company’s designated System Administrator. Status update emails are normally sent when the call is started, placed on hold, taken off hold and completed.

EXEControl® Global Solutions’ technical support personnel are trained to answer questions regarding EXEControl®, operating systems, databases, Microsoft products and computer equipment.

Support escalation process: All calls will be handled in the order received with the exception of ‘emergency calls’ and the support level of the client. Emergency calls are those situations where there is no way for user(s) to proceed with their work and the work must be accomplished immediately. EXEControl Global Solutions’ personnel will make this determination.

Although the time delay from when a support call is placed and when resolution is started may vary, EXEControl Global Solutions finds most calls are addressed within 24 hours.

If you ever become dissatisfied with the quality of our service during or after a service call, please contact one of the two managers of the support center. One manager is responsible for support on EXEControl® and the other is responsible for support of equipment, networks and Windows. To contact one of these managers simply use the phone numbers listed above and asks for the appropriate manager. You may also contact EXEControl Global Solutions’ complaint resolution team at crt@execontrol.com.

EXEControl® Global Solutions provides 24x7x365 support services. Our Support Center is staffed 8-5 M-F EST during normal business days. Support outside these hours is provided via our off-hour support voice mailbox which may be reached by selecting extension five from our phone system greeting.

EXEControl® Global Solutions’ Support Center is closed on the following holidays: New Years, Presidents Day, Memorial Day, Fourth of July, Labor Day, Thanksgiving, Day after Thanksgiving, Christmas and Day after Christmas. Support on these days and any other day that the corporate office is closed is provided via our off-hour support voice mailbox.

The following levels of customer support are available:

• “As required”: EXEControl® Global Solutions’ technical personnel will provide support on an as needed basis. No annual fee is required for such service.
• “Limited access”: Technical support questions may be submitted via email, web portal or fax. EXEControl Global Solutions’ responses will be returned via email.
• “Full access”: Technical support questions may be submitted via email, web, fax or phone. EXEControl® Global Solutions’ technical support personnel will respond using the method that seems most reasonable, which may include phone. Full access customers are given priority in the support queue.

What is covered by your support agreement:

As a general rule, all support calls placed in accordance with the procedures outlined in the EXEControl Global Solutions’ Professional Service document which relate to a specific question about how your existing network and/or EXEControl software function are covered at no additional charge. The following expands on this basic premise to help articulate what types of assistance and questions are and are not covered at no additional charge.

Items Covered:

• Questions regarding specific use of formally implemented EXEControl options
• Investigation of data issues
• Investigation of issues with the Network Operating System (NOS)
• Investigation of equipment failures
• Specific questions regarding Windows settings and supported programs
• Investigation of firewall issues
• Assistance with VPN and Internet connectivity
• Assistance with users unable to connect to the corporate network
• Quick and simple changes to Windows and EXEControl system settings.

Items Not Covered:

• Issues requiring off-hours assistance
• Assistance with aspects of the system that have not been formally implemented by EXEControl
• New project work
• Restoration of infected PCs
• Performing nightly backups
• Maintaining system tables
• Rectification of issues resulting from third parties
• Resolution of issues that would have been avoided if the company had accepted a quote or proposal to address the issue
• Resolution of issues caused by unauthorized changes
• Rebuilding of corrupted data
• Providing answers that have been provided multiple times
• Working directly with your vendors and customers
• Extra time required to perform investigation efforts that were requested of the user
• Training employees
• Writing and maintaining client specific documentation
• Consulting efforts
• Issues arising from company not having appropriate preventative maintenance procedures in place
• Installation of new hardware and user accounts.

Special billing situations:

As part of your acceptance of our support agreement program, EXEControl Global Solutions has implemented the following measures to expedite the support process:

• All Issues not routed through the support queue including all consultative time with EXEControl Global Solution’s business consultants will be logged and periodically billed based upon time and material. This includes time required to identify what would need to be performed to make any requested changes, even if the investigation is solely to provide a project proposal.
• All after hour calls will be billed on a time and material basis regardless of the issue.
• Installation of common hardware and user accounts will be performed using standard fixed pricing matrices and billed upon completion. Situations where the installation of common hardware falls outside the standard billing matrix, an individualized project proposal will be provided for the work.

EXEControl Global Solutions will notify your company of any other issues that might not be covered under normal support as soon as we are reasonably able to do so. It is understood that there may be situations where EXEControl Global Solutions is unable to notify the client prior to commencement of part or all of the effort required to resolve the issue. In such situations, the client will still be liable for the expense. These exceptions might include emergency situations (e.g.; all locations are down and no one can connect to the servers due to a third party change made to your network).

Billing practice for clients with an “As required” support agreement level:

EXEControl Global Solutions will immediately provide the support and bill the client after the fact on a time and material basis. In some cases pre-authorization of payment via credit card may be required. Issues that typically are not covered under normal support will go through the same procedures listed above with some tasks automatically getting approved and billed after the fact and others requiring approval prior to any time investment.

How to best utilize EXEControl support services:

In order to address your support issues as quickly and efficienty as possible, we ask that you be able to provide answers to the following when contacting support:

• Describe the problem in as much detail as possible. Include a description of what the user was trying to do, the menu options used, names of reports, how questions/prompts were answered, text of errors that appeared on the screen, etc. If questioning numbers on a report or on a screen, include information regarding what numbers you were expecting to see and where these numbers came from (i.e. are two reports/screens being compared, what formulas/methods were used to calculate these numbers).
• Has this ever been done successfully before? If so, when? If not, why does the user think this should work?
• Has anything changed since the last time the user was able to do this (i.e. are they at a new location, do they have a new pc/thin client, was a new procedure created, are they working with a new item)?
• When did this start happening?
• Which user(s) is experiencing this problem (include name and logon id)?
• Has this problem been encountered before? If so, when?
• Can the problem be repeated? Please include the specific keystrokes used if not specified in question #1.
• Does the user have PCAnywhere on their machine?
• Is there a temporary workaround?
• Is there a specific time/date that this needs to be resolved by?

Maintenance Agreements

EXEControl® Global Solutions maintenance agreements are designed to maximize system up time. This is accomplished by performing preventative maintenance on a set schedule prior to system failures.

There are three basic maintenance programs:

• Server and database maintenance
• Automated server monitoring
• Workstation maintenance
  

Server and database maintenance: EXEControl® Global Solutions will perform routine server and database maintenance. Each maintenance task is placed on a selected interval. Some tasks require portions and/or the entire system to be down while the preventative maintenance is performed. Clients will be given the option to skip selected preventative maintenance task and/or schedule them for off-hours. Tasks performed during off-hours will be subject to the off-hour surcharge. Skipped tasks will not reduce the support agreement pricing.

The following is a list of preventative maintenance tasks that are included as part of the Server and Database Maintenance agreement. Those tasks in red require system downtime where all users will need to be off of either the entire system or a portion thereof.