SUPPORT

AuthDirect provides technical support to our customers (Carriers) 24 hours a day, seven days a week, 365 days a year for events relating to the TollBooth services. Support is provided to our customers/carriers as identified below.

1. Levels of Support

Carriers are responsible for providing Level 1 and Level 2 Support to their clients and end users. AuthDirect will not respond directly to the end users. The primary function of Level 1 Support is to perform first level trouble shooting, quantify the issue, and determine the source of the issue (Carrier or AuthDirect), and resolve if possible. The primary function of Level 2 Support is to perform targeted, diagnostic testing of the Carriers components to determine if it is a Carrier issue that must be resolved by Carrier or if it is an issue with the AuthDirect System that must be resolved by AuthDirect.
AuthDirect will provide Level 3 Support to the Carrier for issues that have passed Level 1 and Level 2 Support from the Carrier. Level 3 Support means that the AuthDirect support organization will trouble shoot, quantify the issue and make efforts in accordance with the guidelines below to resolve the issue. AuthDirect will not be responsible for addressing or resolving issues that have not passed Level 1 and Level 2 Support from Carrier.

2. Class of Events

Events are occurrences that impact the availability of the TollBooth services ("Events"). Events do not include scheduled maintenance downtime. AuthDirect distinguishes among four classes of Events as follows:

Class 1 - Severe:
A Class 1 Event is likely to impact all end-users and the extent of the impact is likely to be severe. An example of a Class 1 Event is a total system outage (i.e., complete end-user inaccessibility of all applications of the hosted offering or the inability to perform critical functions in a number of applications).

Class 2 - Moderate:
A Class 2 Event is likely to impact many end-users, but the extent of the impact is likely to be moderate. An example of a Class 2 Event is a total outage of more than one but not most applications in a multi-application hosted offering or an inability to perform major functions of more than one but not most applications in a multi-application hosted offering.

Class 3 - Minor:
A Class 3 Event is likely to impact few end-users, and the extent of the impact is likely to be minor. An example of a Class 3 Event is outage of a single application in a multi-application hosted offering or a minor degradation in functionality of more than one application.

Class 4 - Internal:
A Class 4 Event is an error in the system that does not impact customer experience. A Class 4 Events is treated as an internal event to AuthDirect.

To report an incident to AuthDirect, please use the following procedures:

1. 1. Ensure that all possible steps have been taken to address level 1 and 2 issues before contacting AuthDirect.
2. 2. Contact AuthDirect using the following methods:
   Email: support@icoacorp.com
   Phone: +1-888-408-0600 Option 2
   You may contact us using our web email form.
3. 3. Make sure to provide all pertinent information to the technician and be available to assist the technician in troubleshooting the issue. You are responsible for and interactions with your customer.
4. 4. Provide contact information to the technician in case the technician needs to contact you regarding this issue.
5. 5. AuthDirect will take responsibility to ensure that the issue has been resolved within the appropriate timeframe as defined in the Customer Agreement.