LICENSED SOFTWARE SUPPORT ROLES AND PROCESSES. The Licensed Software Support Roles and Processes shall be as further defined in Attachment 1 to this Exhibit C. Exhibit C - Attachment #1 LICENSED SOFTWARE SUPPORT ROLES AND PROCESSES PROBLEM REPORTING, TRACKING AND RESOLUTION The problem reporting, tracking and resolution process is used to facilitate the two-way communication between Intel and the Licensee. In order to reduce confusion and encourage efficiency, Intel requires that all communication with Intel be done via the assigned Intel OEM FAE and TME. The Intel FAE acts as the primary contact point into Intel for the Licensee. The Intel OEM TME will manage the tracking, prioritization and resolution process of development questions and issues between the Licensee and Intel's development staff. The TME may call upon Intel engineering department personnel to participate in conversations relating to development issues. In this way, the Intel FAE/TME team works as a conduit for all information between the Licensee and Intel, which assists in ensuring a clear and concise information exchange. Prior to reporting the problem to Intel, the Licensee should ensure that the problem is consistently reproducible, and be able to provide a detailed characterization of the problem. The Licensee should then report the problem to Intel by completing the OEM Problem Report Form and submitting it to the Intel OEM TME via mail or FAX. Alternatively, the Licensee may use Email to provide the required information to Intel, but all necessary information must be included. The Licensee is responsible for assuring that it either owns or has the legal right to provide any confidential information that may be included as part of the problem being reported and that it is adequately protected under a current Corporate Non-Disclosure Agreement and accompanying Confidential Information Transmittal Form between the Parties. The Intel TME will employ reasonable efforts to report the problem to Engineering within one business day. The TME will then verify all the information and that the problem is not in the development defect tracking database. Once the TME has verified that the problem is not already in the database and all information is available from the Licensee, the problem will be entered in the database. All issues in the database will be tracked by Intel. In the future, a defect report may be made available to the Licensee on a mutually agreed to periodic basis. This report will include the current open issues for the curr...
