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<br />Page 4 of7 <br /> <br />. <br />~ <br /> <br />SERVICE AGREEMENT <br />Maintenance Overview <br /> <br />This document is an overview of the type of Service Level Agreement (SLA) that BEAR PAW <br />provides. Please refer to the agreement itself for specific details. <br /> <br />Our PledQe <br />It is the goal of the Client Services organization to provide a level of support which meets our customers' requirements for <br />availability and system performance. We believe this agreement constitutes a partnership between our customers and <br />BEAR PAW. It is our intent to build a long term support relationship between BEAR PAW customers and us which allows <br />flexibility in the deployment of technology and discipline in its implementation, <br /> <br />Access <br /> <br />Customers will have access to the Customer Support Center (CSC) 24 by 7. They can access the CSC: <br />By telephone: 1.727.669,7726 or toll free 1.800.954,6949 <br />Bye-mail service@bearpawsvstems.com <br />By fax 1,727,669.0819 <br /> <br />Customers calling into the center will have access to Tier 1-3 resources based on entitlement and the severity of their call, <br /> <br />Service Level Agreements <br /> <br />Gold level <br /> <br />A vai/ability Twenty-four (24) hours, seven (7) days per week <br /> Thirty (30) minutes after receipt of call from authorized <br />Call Back Response Time representative <br /> Four (4) hours <br />On-Site Response Time <br />Mean Time to Repair (MTTR) Forty-eight (48) hours <br /> <br />S\B <br />