MoneyGram 2007 Annual Report Download - page 156

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problem resolution within 2 hours of initial escalation to Second Level Support. Hourly updates on progress from Company to Seller until a
workaround is provided.
Severity 3
Four (4) hour response with best efforts at initial diagnosis and problem solving at Second and Third Levels of Support. Company agrees to use
all best efforts to provide additional workaround(s) or problem resolution within 2 days of initial escalation to Second Level Support and to
provide daily updates on progress to Seller until a workaround is provided.
2.8 Money Center Express ("MCX"). The following additional terms and conditions apply to the provision of Money Order Services via the
MCX Equipment.
2.8.1 The severity designations and response times listed above do not apply to the MCX Equipment.
2.8.2 Routine maintenance on the MCX Equipment (e.g., changing printer ribbons) shall be performed by Seller or its subcontractor(s).
2.8.3 Seller shall be entitled to telephone support as identified in 2.7, above, for the MCX Equipment.
2.8.4 If a problem cannot be resolved via telephone support, Company shall contact Seller's subcontractor within 4 hours to report the
problem. Seller's subcontractor will perform the testing protocol agreed between Company and Seller. The testing protocol is
expected to be performed within 8 hours of the report to Seller's subcontractor. If the problem cannot be resolved after Seller's
subcontractor completes the testing protocol, Company will send personnel to address the problem or send replacement equipment.
The expected time frame for replacement of MCX Equipment is ___ days.
Dated this 1st day of February, 2005.
Travelers Express Company, Inc. and MoneyGram Payment Systems, Inc.
By: /S/ Anthony P. Ryan
Name: Anthony P. Ryan
Its: VP/GM
Wal-Mart Stores, Inc.
By: /S/ Thomas M. Schoewe
Name: Thomas M. Schoewe
Its: Executive Vice President & Chief Financial Officer
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