MoneyGram 2007 Annual Report Download - page 154

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2.6 Change Control Procedures. Company agrees to the following change control procedures for any computer systems changes that
Company reasonably believes have the potential of affecting Seller's money order and money transfer services:
(i) Any minor system changes must be communicated in writing to Seller at least one (1) business day before they are implemented. Seller
will use reasonable and best efforts to review and respond to Company within one half day of change notification. The parties shall work
together in good faith to attain mutually agreeable systems change procedures.
(ii) Any major changes must be communicated in writing to Wal-Mart at least five (5) business days before they are implemented. Seller shall
have the right to walk-through and test the process with Company. Wal-Mart will use reasonable and best efforts to review and respond to
Company within two days of change notification. The parties shall work together in good faith to attain mutually agreeable systems change
procedures.
(iii) Any emergency changes must be communicated via phone to Seller's Global Communications Services (GCS) at 479-277-2674,
available 24 hours per day / 7 days per week.
(iv) Company will provide one single point of contact in case of technical questions or emergencies, and a backup contact, in case the
primary is not available.
2.7 Support Services. Company shall use all best efforts to provide Wal-Mart with the support services described in this Section.
(i) Telephone Support. Seller will receive unlimited 7 day by 24 hour (7 x 24) telephone and / or pager support for the purposes of problem
identification and corrections and assistance from Company for all software, hardware, procedural, operational and networking services
associated with Company's DeltaWorks.
(ii) Voice Transactions. Company will provide Seller, on a monthly basis, with a report regarding the number of Seller's voice transactions
and the number of Seller's automated transactions for the previous calendar month. Company and Seller agree that Seller's total company
voice transactions shall not exceed 10% of actual transactions in any calendar quarter. If Seller's voice transactions exceed 10% of actual
transactions in any such calendar quarter then Seller shall pay Company $2.00 per voice transaction for every such transaction in excess of
10%. Voice transactions conducted during any outage of Company's systems shall not be counted towards the limit established in this
paragraph.
(iii) Escalation Procedures To Seller. The following definitions of escalation levels are to be used as guidelines by Company personnel to
define when any problem or issue will be escalated to the next defined level and what notifications Seller is to receive when that internal
escalation occurs. The activities identified are the minimum required and, upon the mutual written agreement of both Company and Seller, can
be supplemented by further actions during the course of the investigation in order to affect a resolution for the issue or problem.
First Level Support
Company is to provide basic help desk functions to Seller's Locations directly ("First Level Support"). Typically, First Level Support will include
product information, configuration guidance and assistance, product and problem analysis, fact and information gathering for correction of
problems, as well as attempts to duplicate problems. Company is responsible for tracking all First Level Support calls and reporting the number
of calls and symptom type of these calls electronically to Seller's on a daily basis. In the event that Company First Level Support personnel
begin receiving an unusual number of First Level Support calls from Seller Locations, Company is required to escalate via Seller's Global
Communication Services (GCS) organization.
Second Level Support
Second Level Support will be provided by Company's support center in the event First Level Support is unable to resolve a problem. Company's
second level support may include a more detailed 28