Specification of Technical Support
Applies to InTouch CRM Enterprise

Technical support (TS) is a pack of services that are provided to users of the computer program. Technical support features telephone and e-mail lines, which serve to answer program users' questions pertaining to use and administration of the program (so-called technical support).

So-called upgrades are another part of technical support. So-called upgrades are another part of technical support. Several times a year the provider releases a new version of the computer program, which provides enhanced system functionality. Each such version of the program offers something new to users. There are at least two versions released in a year that represent more extensive enhancement of the program and approximately six other versions with smaller enhancement. Any version of the computer program can be upgraded to any higher version. It means that the user does not have to upgrade the program regularly. He can wait until a function is released that he is interested in and upgrade then.

User can download a new version from provider's web pages at www.anneca.cz/extranet, where the provider publishes new versions (upgrades) of the program.

As part of the technical support service the user gets a unique user name and password to access ANNECA Company dedicated pages (www.anneca.cz/extranet). Upgrade installation files can be downloaded upon login. There are also detailed instructions available about how to install the upgrade.

Technical support for example does not include the following: servicing on user's premises, program installation or upgrade, programming work, professional consultation, transportation and analytic work.

Technical support options

• Technical support is provided at a designated phone number 478 571 021 or via e-mail support@intouch-crm.cz.
• Phone support is available from 8 a.m. to 4 p.m. on weekdays. Maximum response time of technical support by provider is described below. Technical support is provided over a regular phone line which is subject to Czech Telecom (or an alternative operator's) current price list.
• Technical support by e-mail is provided non-stop. Maximum response time of the provider is described below.
• Technical support is provided exclusively in the Czech language.

Technical support response time

Customer's questions or requests over the phone or by e-mail are handled depending on the issue urgency.

• Common questions are handled right away (phone) or by the following business day at the latest.
• Serious problems that disable or significantly limit the use of the computer program are handled (active resolution initiated) mostly on the day when they are reported, on the next business day at the latest.
• Less serious problems (those that limit the use of the computer program but not significantly, i.e. a failed function does not compromise user's company operations) are handled (active solution initiated) within a week of being reported at the latest.
• Cosmetic blemishes and minor problems (e.g. errors that can be bypassed) are eliminated in the next possible official upgrade.

Identification

• User who decides to use TS service shall give his ID information over the phone or in the e-mail. It is sufficient to provide information that will unambiguously identify the user (e.g. company ID# or name) and which user (name and surname). Provider is entitled to refuse TS service without holder's and user's ID.
• User has to specify the program version that he currently uses to obtain TS service.