SUPPORT REQUEST HANDLING Clause Samples

SUPPORT REQUEST HANDLING. 14 6.3.1 Support Requests.............................................. 14 6.3.2 Replication Information....................................... 14 6.3.3 Support Request Closure....................................... 14 SECTION 7.0 GENOMICA TRADEMARKS AND MARKETING........................... 15

SUPPORT REQUEST HANDLING. All requests for Support shall be reported in accordance with the methods listed in Section 3(a) of this Exhibit 1. Requests for Support must be made by Ordering Activity’s support liaison. It is the responsibility of the Ordering Activity’s support liaison to provide the following information: * Serial number of the Product impacted * Product version * Detailed description of the Incident * Impact of the Incident * Indication of the activity that was being performed when the Incident occurred * Configuration data * All relevant Product log files Support requests will be registered in CertiPath’s online support tracking system, assigned a Severity Level, and allocated a unique request reference number. The Support request will be managed to resolution by a CertiPath technical support engineer. While working to resolve an Incident, the technical support engineer may need access to information on the Ordering Activity system relative to the failure, or may need to recreate the failure to get additional information. If the Incident is related to system configuration, the Ordering Activity’s support liaison may be asked to provide a network diagram and configuration information. Any information sent to CertiPath to aid in the resolution of Ordering Activity’s Incident will be treated as confidential. Support requests will remain active until Ordering Activity’s support liaison and CertiPath mutually agree to the resolution of the Incident.