MoneyGram 2007 Annual Report Download - page 155

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diagnosis service for identifying complex problems, errors and design faults that cannot be resolved by First Level Support.
Third Level Support
If a problem cannot be resolved with Second Level Support, Company will provide Seller with a dedicated program manager until the problem
has been resolved, to provide detailed, in-depth product and problem analysis/solutions, and use all best efforts to duplicate problems.
Company will also provide Seller with reasonable access to senior technical consultants within Company for final confirmation and resolution of
problem analysis and to formally escalate any unresolved problems to Company's senior management. In the event that Third Level support is
engaged for any problem, Company is required to escalate via Seller's Global Communication Services (GCS) organization.
(iv) Escalation Procedures From Seller. The following definitions of escalation levels are to be used as guidelines by Seller personnel to
define when any problem or issue will be escalated to the next defined level within Company. 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.
(v) Severity Designations. Company and Seller agree to the following severity designations for reporting problems to Company. Seller will
reasonably and in good faith designate severity.
Severity 1
Software abnormally ends or program function cannot be used and no usable work-around exists. Resulting situation is critical to the operation
of the business.
Severity 2
Software function cannot be used or impacts Seller operations, but usable work-around exists. Resulting situation has some material and
adverse impact on operation of the business and work-around allows business to continue with minor restrictions.
Severity 3
Software causes Seller negligible immediate impact, yet is desirable to resolve because of restrictions to operations or usability issues to Seller
personnel.
(v) Response Times. Company and Seller agree to the following response times schedule for Errors reported to Company utilizing the above
severity designations previously defined. Three (3) or more failures (in a single calendar month) by Company to meet the following maximum
response times shall result in a penalty to Company of [*] for that calendar month, to be paid within 15 days of the end of that calendar month.
Severity 1
Fifteen (15) minute response with best efforts at initial diagnosis and problem solving at Second and Third levels of Support. Company will use
all best efforts to provide workaround(s) or problem resolution within 1 hour of initial escalation to Second Level Support. Hourly updates on
progress from Company to Seller until a workaround is provided, with Company personnel working around the clock to provide the workaround.
Severity 2
Thirty (30) minute response with best efforts at initial diagnosis and problem solving at Second and Third levels of Support. Company will use
all best efforts to provide additional workaround(s) or
[*] Please refer to footnote on page 1. 29