Service Listing 16 - Dedicated Virtual Support

Dedicated Virtual Support allows for a designated Cadmium support person to be available during a designated time for one of the following purposes, which must be specified in an Order:

• Dedicated Virtual Attendee Support serves as a single point of contact for attendees or registered users who need technical assistance related to a Cadmium product.
• Dedicated Virtual Customer Support serves as a single point of contact for Customer to escalate urgent needs regarding product configuration or system performance.

Service Activities

The below listed service activities are included with the purchase of Dedicated Virtual Support.

1. Staff Assignment
2. Exchange Contact Information
3. Support during Support Period

Services not listed are outside the scope of this agreement.

Important Notes

• These services are optional, and each type of support is purchased separately in four-hour increments only.
• The Customer is responsible for providing Cadmium with specific dates and times (Support Period) during which dedicated support is required.
• Cadmium will assign resources upon acceptance of an accompanying Order.  Cadmium acceptance is subject to availability.
• Dedicated Virtual Support can serve as a contingency plan for assistance during hours inside or outside of Cadmium's normal business hours.  This support service is dedicated to the Customer's event, rather than working with other customers simultaneously.
• A Dedicated Support Person is not intended to be a substitute for the Customer's entire project management team and may not be an expert on every product, specific details about the Customer's use case, nor details about the Customer's specific configuration.
• If competing service requests are received during the Support Period, Cadmium reserves the right to establish the priority of each request and will address each item accordingly.
• There may be times when the Cadmium Dedicated Support Person cannot resolve a reported issue.  If this occurs, appropriate Cadmium resources will be alerted and will expedite the issue until resolution.

Service Activity Descriptions

Activity 1: Staff Assignment

Cadmium designates a support person to cover the contracted support period.

Activity 2: Exchange Contact Information

The purpose of this activity is to ensure the Customer has contact details needed to request support during the contract support period.  It is the Customer's responsibility to provide contact details for their appointed single Point of Contact (POC) during contracted support periods.  About ten (10) days prior to a support period, Cadmium will send the Customer an email which contains contact information for person(s) covering each contracted support period.

Activity 3: Support During Support Period

During a Support Period, Cadmium will do the following:

• Send an email to the Customer Point of Contact alerting them that the Support Period has started.
• Monitor incoming support tickets or notifications from the Customer Point of Contact regarding issues reported by attendees or end-users, or items reported by the Customer.  Responses and status updates will be provided within the Cadmium ticketing system.
• Answer incoming phone calls from Customer Point of Contact.  Any reported issues will be logged into the appropriate Cadmium ticketing system for tracking and triage purposes.  A dedicated phone number will be provided to the Customer.
• Monitor incoming emails for notifications from the Customer Point of Contact.  Receipt notifications may be provided via email, but any configuration concerns will be entered and tracked in the Cadmium ticketing system.
• Assist in troubleshooting and resolving configuration issues or concerns.
• Escalate system issues to Cadmium's infrastructure team, provide periodic updates, and provide issue resolution notification to the Customer Point of Contact.
• Escalate any reported configuration issues to the Project Manager, provide periodic updates to the Customer Point of Contact as they become available, and provide issue resolution notification to the Customer Point of Contact.
• At the end of each Support Period, Cadmium will send an email to the Customer Point of Contact alerting them that the Support Period has ended, include a summary of activities conducted during the support shift with status information and resolution details, if available.