EXHIBIT C-3 (Page 2 of 3)
is to ensure that control of the system is not jeopardized and to work with
Customer to gather information in order to resolve the issue. The Product
Support Center allocates resources during normal business hours until a
permanent solution is found.
. OPERATIONAL (PRIORITY 3): Partial loss of functionality loss of
non-critical functionality, or loss of critical functionality for which a
work around exists. The problem is within the customers' operations
environment. The user is attempting to utilize a CSG product and is having
difficulty completing the process. A user may be a CSR, subscriber, or the
Customer's operation staff running the system. CSG's Product Support Center
goal is to respond the next business day.
. INCONVENIENCE OR ENHANCEMENT (PRIORITY 4): Inconvenience or loss of
functionality for which a work-around solution exists, or enhancement
request is required. The problem is an operator inconvenience, an
enhancement, or the Customer have requested information. There is no
serious impact to the end user of the system. The problem can be avoided by
proper operator action, internal training by the customer, or a work-around
solution. There is no apparent danger of losing control of the system,
network, application or data because of this type of problem. A suggestion
or request for enhancement is based upon the problem, concern or business
need. The Product Support Center's goal is to provide a correction through
internal software control procedures. CSG's Product Support Center goal is
to respond within (3) business days.
. INFORMATIONAL (PRIORITY 5): This category also includes questions. The
Product Support Center is committed to responding with the requested
information within (5) business days. Software correction notification may
be sent to the customer shortly after the correction has been made by our
development engineers. At times, a work-around may be suggested if:
. Its delivery is more timely
. Its implementation is less complex
. Its reliability is more certain
However, a work around must be mutually acceptable to our Customers, and it
must have the effect of reducing the concern until a permanent resolution
can be determined. Should the Customer wish to check the status of a
problem they may contact the Product Support Center desk representatives or
their Account Manager. In either case, the customer should reference the
Customer may request to have the priority of Customer's call upgraded. Customer
may check on the status of such request at any time by calling the Product
Support Center or contacting Customer's account manager. The account manager is
responsible for problem escalation to the appropriate level of management if
Customer is not satisfied with a response.
CSG VANTAGE Support Services
Vantage Installation Services:
The following services will be provided by CSG with respect to start-up of the
1. Initial load of the Vantage data base.
2. Unlimited phone support for installation of hardware and software that is
certified by CSG Systems, Inc.
3. For non-certified environments, CSG Systems, Inc. will provide the
necessary phone support to determine if the non-certified environment can
or should be certified
4. If the environment is deemed certifiable, the costs associated with
certifying the environment will be communicated to the customer.
5. On-site assistance by CSG can be provided upon customer request.
CONFIDENTIAL AND PROPRIETARY INFORMATION - FOR USE BY AUTHORIZED EMPLOYEES FOR
THE PARTIES HERETO ONLY AND IS NOT FOR GENERAL DISTRIBUTION WITHIN OR OUTSIDE
THEIR RESPECTIVE COMPANIES