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Support Programming
 
Gartman recognizes the importance of a properly functioning system and timely resolution of problems when they arise. Gartman maintains a staff of qualified support programmers to provide problem resolution services, and will use all reasonable diligence in correcting verifiable and reproducible errors when reported to the Help Desk or other Gartman support personnel according to established procedures.

During the normal business hours of 8 a.m. to 5 p.m. Central Standard Time, Monday through Friday, weekends and holidays excluded, all requests for support and services must be processed through the Help Desk (Reference the Help Desk Services section of this Agreement for a definition of services and procedures). Requests for support must be processed through the Programmer on Call during the non-standard business hours of 5:01 p.m. to 7:59 a.m. Central Standard Time Monday through Friday, on weekends and on holidays. (Reference the 24-Hour Support Services section of this agreement for a definition of services and procedures). Requests submitted directly to support programming personnel will be redirected to the Help Desk.

Support programming personnel address requests in order of priority on a first-come, first-served basis within priority category. Upon initiating work toward a problem resolution, the assigned support programmer will assess the problem characteristics, including all available information and supporting documentation. Performance of diagnostics to isolate the problem to a malfunctioning component(s) is followed by an attempt to identify a specific cause(s) and a corresponding correction. Once identified, the error correction will be defined as a data or operational error, an application error, or an error unrelated to the operation of the Licensed Application (e.g., hardware, communications, a third party product, etc.). The customer will be instructed in procedural steps to correct data or operational errors. Program errors will be corrected through a program modification, and will be accompanied by sufficient operating instructions to implement the correction. The error correction will be incorporated into all subsequent releases of the Licensed Program. If the error is determined to be outside the scope of this Agreement, the support programmer will attempt to direct the customer to an appropriate support resource, and will collaborate with the customer and a third party support provider to resolve the problem.

Service Mechanisms

During the standard business hours of 8 a.m. to 5 p.m. Central Standard Time, Monday through Friday, weekends and holidays excluded, support programming services are received according to the procedures defined in the Help Desk Services section of this Agreement.

During the non-standard business hours of 5:01 p.m. to 7:59 a.m. Central Standard Time, Monday through Friday, on weekends and on holidays, support programming services are received according to the procedures defined in the 24-Hour Support Services section of this Agreement.

Once a support request has been introduced into the process and a priority has been assigned, it is addressed on a first-come, first-served basis within priority category. The following steps are taken toward resolution of a support request:

Step 1 The assigned support programmer assesses available information and attempts to duplicate the error. The customer may be contacted to obtain additional information.
Step 2 The support programmer uses all reasonable diligence to diagnose the error and identify a corrective action. If the error cannot be duplicated, and the problem cannot be diagnosed, the customer will be informed of steps taken and diagnostic requirements not met, and the call will be closed, pending reoccurrence.
Step 3 Once a resolution is defined, the customer is contacted and the resolution implemented. The customer is instructed in procedural steps to correct data or operational errors. Program errors are corrected through a program modification, and the customer is instructed in operation of the updated program(s). Errors determined to be unrelated to Licensed Applications will be defined as such, and the customer will be directed to an appropriate third party service provider.

Service Goals

Error Verification and Problem Resolution. Work will begin toward verification and resolution of Priority 1 calls within 8 business hours of initial customer contact by the Help Desk. Work will begin toward verification and resolution of Priority 2 calls within 24 business hours of initial customer contact.

Status Updates. For Priority 1 calls, an attempt to communicate to the customer any change in status will be made as the change occurs or on a daily basis, whichever is shorter. For priority 2 and 3 calls, an attempt to communicate change in status will be made as the change occurs or on a weekly basis, whichever is shorter.