Support and Maintenance – Description of Services

Support

Support requests may be initiated via phone, email, the Customer Web Portal (CWP) or the online support request form.

Non-emergency support is available Monday through Friday, excluding holidays, during the hours for the listed time-zones below. Listings of holidays during which non-emergency support is not available can be found by clicking your region on the world map.

Region	Office Hours	Technical Support Contact Information
Data Innovations  North America	9:00 a.m. – 8:00 p.m. EST/EDT  Monday – Friday	northamerica-support@datainnovations.com    802-658-1955
Data Innovations  Europe	8:00 a.m. – 6:00 p.m. CET/CEST  Monday – Friday	europe-support@datainnovations.com   32 2 332 24 13
Data Innovations  Latin America	8:30 a.m. – 6:00 p.m. BRT/BRST  Monday – Friday	latinamerica-support@datainnovations.com   55-11-38013283
Data Innovations  Asia	8:30 a.m. – 6:00 p.m. HKT  Monday - Friday	asia-support@datainnovations.com   852-2398-3182

Data Innovations Maintenance & Support

Support
Non-emergency support for Instrument Manager is available Monday through Friday, excluding holidays
(published on www.datainnovations.com) during the following hours:
9 a.m. 8 p.m. EST/EDT
Data Innovations will respond to requests for Support based upon the severity of the issue being reported using
the following priority order:

Critical Priority: System or Production Connection Down: Critical Priority shall mean a Software Error that
renders the Software inoperable and causes a significant, time-dependent stoppage of Customers business
operations. Critical Priority instances must be reported via telephone.

High Priority: Significant Business Impact: High Priority shall mean a Software Error that causes the
Software to fail resulting in significant revenue or operational impact on Customers business, although certain
functions of Customers business remain in operation. High Priority instances must be reported via
telephone.

Medium Priority: Low Impact Failure: Medium Priority shall mean a Software Error causes a feature of the
Software to fail resulting in a non-critical situation which allows the Customers business to remain in operation.
A Medium Priority incident may include issues only impacting a single user or issues where the business impact
under a Critical Priority or High Priority is resolved, but there is ongoing research needed to determine the root
cause of the failure. Medium Priority instances may be reported via telephone, email or by the Customer Web
Portal.

Low Priority: Assistance: Low Priority shall mean Software Error opened when Customer has general
Software questions or needs that do not impact day-to-day functionality. Low Priority instances may be reported
via telephone, email or by the Customer Web Portal.
Emergency Support is available 24x7x365. An emergency support request may be logged only on a live
Instrument Manager system where a portion has become non operative and is affecting a critical laboratory
function.
Non-Emergency Support After Hours: Customers requesting that Data Innovations provide non-Emergency
Support outside of Support Hours may purchase services for Custom Support Services. Such support must be
scheduled and is subject to Data Innovations resource availability.

Maintenance
Maintenance includes the following:

• Availability of patches, updates, enhancements, and new versions of the software covered.
• Opportunity to join any of the email notification services.

Instrument Manager Maintenance also includes the following:

• Access to the Driver Download web page for updated and new drivers.
• Access to the Language Locale web page for updated and new language locale.
• Individual username and password access to Customer Web Portal (CWP).
• Allows creation and tracking of support requests.
• Includes a Knowledge Base.