Common use of Hosting and Support Services Clause in Contracts

Hosting and Support Services. CSG shall provide technical support and operational maintenance for the Production Environment of the Content Direct System as part of the Content Direct Services. These hosting and support services are provided in a manner to maximize Service Availability and minimize any Service Interruption of the Production Environment. CSG shall provide the hosting services from facilities located in the United States. Under no circumstance shall hosting services be provided from an off-shore location without the prior written consent of an Authorized Approver of Customer. FOIA CONFIDENTIAL TREATMENT REQUEST BY CSG SYSTEMS INTERNATIONAL, INC. Technical Support/Operations Customer may submit support incidents or queries to CSG’s Support Center (“Solutions Support Center” or “SSC”) via telephone (***-***-****), or CSG’s web accessible ticket tracking system (accessed at *****:*******************) and other mutually agreed means; provided, that Customer must notify CSG of ******** ***** * ******** *** ******** ***** * **** issues via telephone to the SSC. CSG shall provide support on a ******** for issues with a ******** ***** of “********” and “****” and during *:** ** – *:** ** ******* for issues with a ******** ***** of “******” and “***”. Should CSG discover a performance or operations issue impacting the Production Environment, CSG shall notify the Customer Project Manager identified in an affected CD Service Order (or such other representative Customer has identified to CSG in writing (email acceptable) to receive such notice) of such issue, as well as CSG’s initial assessment of issue severity, no later than (i) ****** (**) ******* from the time of discovery of a ******** ***** * ******** *** ******** ***** * **** issue and (ii) *** (*) ******** *** for a ******** ***** * ****** *****. Support Levels CSG shall escalate support issues as follows: Ø Level 1 Support (SSC): CSG provides initial support through CSG’s Solution Support Center, which shall provide for the initial triage of an issue. The Solution Support Center may be contacted via telephone ********* *** ******** ***** * ******** *** ******** ***** * **** *******, email or web (through CSG’s extranet at *****:*******************) and will work with the Customer to collect pertinent information, understand the issue and attempt to replicate and resolve. If, after the Solution Support Center’s investigatory resources are exhausted, the Solution Support Center still unable to resolve the issue, it will escalate to Xxxxx 0 Xxxxxxx. X Xxxxx 0 Xxxxxxx (Xxxxxxxxxx): Once the Solution Support Center escalates the issue to Operations, Operations begins troubleshooting and analyzing the issue. Operations has additional security rights permitting it to dig deeper into the issue through database queries, server reviews and monitoring. If, after the Operations’ investigatory resources are exhausted the issue remains unresolved, the issue will be escalated to Xxxxx 0 Xxxxxxx. X Xxxxx 0 Support (Development, QA, etc.): If necessary, the Level 3 Support Team will be engaged to attempt to determine root cause for the reported and unresolved issue. The Level 3 Support team may include developers, Quality Assurance analysts, and/or implementation analysts with additional access permissions to review code or provide additional technical insight into expected versus actual behavior of the Content Direct System. FOIA CONFIDENTIAL TREATMENT REQUEST BY CSG SYSTEMS INTERNATIONAL, INC. CSG Contact and Escalation List The table below identifies the contact information for all levels of CD Support Services. All critical issues requiring escalation are managed through the Solution Support Center who will contact the appropriate on-call personnel: Support Level Contact Name/Title Contact Information Operating Hours/Staffing Levels Level 1 Solution Support Center (SSC) Phone: ***-***-**** (***-***-****)Web: *****:******************* ******** Level 1 Escalation Manager of the SSC Escalation from SSC analyst ******** Level 2 Operations Escalation from SSC ******** *****: ***********-******** ******: ****** ******** ***** **-* **** Level 2 Escalation On-Call Analyst Escalation from SSC ******** *****: ***********-******** ******: ****** ******** ***** **-* **** Level 3 SME (e.g., Development, QA, PS, etc.) Escalation from Xxxxx 0 (Xxxxxxxxxx) ******** *****: ***********-******** ******: ****** ******** ***** **-***** Level 3 Escalation On-Call SME Escalation from Xxxxx 0 (Xxxxxxxxxx) ******** *****: ***********-******** ******: ****** ******** ***** **-* **** Management Escalation Operations Manager Escalation from Level 2 (Operations) on-call ******** *****: ***********-******** ******: ****** ******** ***** **-* **** Senior Management Escalation Operations Director Escalation from MS Manager ******** *****: ***********-******** ******: ****** ******** ***** **-* ****

Hosting and Support Services. CSG shall provide technical support and operational maintenance for the Production Environment of the Content Direct System as part of the Content Direct Services. These hosting and support services are provided in a manner to maximize Service Availability and minimize any Service Interruption of the Production Environment. CSG shall provide the hosting services from facilities located in the United States. Under no circumstance shall hosting services be provided from an off-shore location without the prior written consent of an Authorized Approver of Customer. FOIA CONFIDENTIAL TREATMENT REQUEST BY CSG SYSTEMS INTERNATIONAL, INC. Technical Support/Operations Customer may submit support incidents or queries to CSG’s Support Center (“Solutions Support Center” or “SSC”) via telephone (***-***-*********), or CSG’s web accessible ticket tracking system (accessed at *****:*******************) and other mutually agreed means; provided, that Customer must notify CSG of ******** ***** * ******** *** ******** ***** * **** issues via telephone to the SSC. CSG shall provide support on a ******** for issues with a ******** ***** of “********” and “****” and during *:** ** – *:** ** ******* for issues with a ******** ***** of “******” and “***”. Should CSG discover a performance or operations issue impacting the Production Environment, CSG shall notify the Customer Project Manager identified in an affected CD Service Order (or such other representative Customer has identified to CSG in writing (email acceptable) to receive such notice) of such issue, as well as CSG’s initial assessment of issue severity, no later than (i) ****** (**) ******* from the time of discovery of a ******** ***** * ******** *** ******** ***** * **** issue and (ii) *** (*) ******** *** for a ******** ***** * ****** *****. Support Levels CSG shall escalate support issues as follows: Ø Level 1 Support (SSC): CSG provides initial support through CSG’s Solution Support Center, which shall provide for the initial triage of an issue. The Solution Support Center may be contacted via telephone ********* *** ******** ***** * ******** *** ******** ***** * **** *********, email or web (through CSG’s extranet at *****:*******************) and will work with the Customer to collect pertinent information, understand the issue and attempt to replicate and resolve. If, after the Solution Support Center’s investigatory resources are exhausted, the Solution Support Center still unable to resolve the issue, it will escalate to Xxxxx Lxxxx 0 Xxxxxxx. X Xxxxx 0 Xxxxxxx (Xxxxxxxxxx): Once the Solution Support Center escalates the issue to Operations, Operations begins troubleshooting and analyzing the issue. Operations has additional security rights permitting it to dig deeper into the issue through database queries, server reviews and monitoring. If, after the Operations’ investigatory resources are exhausted the issue remains unresolved, the issue will be escalated to Xxxxx Lxxxx 0 Xxxxxxx. X Xxxxx 0 Support (Development, QA, etc.): If necessary, the Level 3 Support Team will be engaged to attempt to determine root cause for the reported and unresolved issue. The Level 3 Support team may include developers, Quality Assurance analysts, and/or implementation analysts with additional access permissions to review code or provide additional technical insight into expected versus actual behavior of the Content Direct System. FOIA CONFIDENTIAL TREATMENT REQUEST BY CSG SYSTEMS INTERNATIONAL, INC. CSG Contact and Escalation List The table below identifies the contact information for all levels of CD Support Services. All critical issues requiring escalation are managed through the Solution Support Center who will contact the appropriate on-call personnel: Support Level Contact Name/Title Contact Information Operating Hours/Staffing Levels Level 1 Solution Support Center (SSC) Phone: ***-***-**** (***-***-****)Web: *****:******************* ******** Level 1 Escalation Manager of Confidential Treatment Requested and the SSC Escalation from SSC analyst ******** Level 2 Operations Escalation from SSC ******** *****: ***********-******** ******: ****** ******** ***** **-* **** Level 2 Escalation On-Call Analyst Escalation from SSC ******** *****: ***********-******** ******: ****** ******** ***** **-* **** Level 3 SME (e.g., Development, QA, PS, etcRedacted Material has been separately filed with the Commission.) Escalation from Xxxxx 0 (Xxxxxxxxxx) ******** *****: ***********-******** ******: ****** ******** ***** **-***** Level 3 Escalation On-Call SME Escalation from Xxxxx 0 (Xxxxxxxxxx) ******** *****: ***********-******** ******: ****** ******** ***** **-* **** Management Escalation Operations Manager Escalation from Level 2 (Operations) on-call ******** *****: ***********-******** ******: ****** ******** ***** **-* **** Senior Management Escalation Operations Director Escalation from MS Manager ******** *****: ***********-******** ******: ****** ******** ***** **-* ****

Hosting and Support Services. CSG shall provide technical support and operational maintenance for the Production Environment of the Content Direct Ascendon System as part of the Content Direct Ascendon SaaS Services. These hosting and support services are provided in a manner to maximize Service Availability and minimize any Service Interruption of the Production Environment. CSG shall provide the hosting services from facilities located in the United States. Under no circumstance shall hosting services be provided from an off-shore location without the prior written consent of an Authorized Approver of Customer. FOIA CONFIDENTIAL TREATMENT REQUEST BY CSG SYSTEMS INTERNATIONAL, INCCustomer Representative. Technical Support/Operations Customer may submit support incidents or queries to CSG’s Support Center (“Solutions Support Center” or “SSC”) ISD via telephone (***-***-*********), or CSG’s web accessible ticket tracking system (accessed at *****:******.***************.***) and other mutually agreed means; provided, that Customer must notify CSG of ******** ***** * ******** *** ******** ***** * **** issues via telephone to the SSCISD. CSG shall provide support on a ******** for issues with a ******** ***** of “********” and “****” and during *:**** ** – *:**** ** ******* for issues with a ******** ***** of “******” and “***”. Should CSG discover a performance or operations issue impacting the Production Environment, CSG shall notify the Customer Project Manager identified in an affected CD Ascendon Service Order (or such other representative Customer has identified to CSG in writing (email acceptable) to receive such notice) of such issue, as well as CSG’s initial assessment of issue severity, no later than (i) ****** (**) ******* from the time of discovery of a ******** ***** * ******** *** ******** ***** * **** issue and (ii) *** (*) ******** *** for a ******** ***** * ****** *****issue. Support Levels CSG shall escalate support issues as follows: Ø ➢ Level 1 Support (SSC): CSG provides initial support through CSG’s Solution Support CenterISD, which shall provide for the initial triage of an issue. The Solution Support Center ID may be contacted via telephone *(******** *** ******** ***** * ******** *** ******** ***** * **** *******), email or web (through CSG’s extranet at *****:*********************) and will work with the Customer to collect pertinent information, understand the issue and attempt to replicate and resolve. If, after the Solution Support CenterISD’s investigatory resources are exhausted, the Solution Support Center ISD still unable to resolve the issue, it will escalate to Xxxxx 0 XxxxxxxSupport. X Xxxxx 0 Xxxxxxx ➢ Level 2 Support (XxxxxxxxxxOperations): Once the Solution Support Center ISD escalates the issue to Operations, Operations begins troubleshooting and analyzing the issue. Operations has additional security rights permitting it to dig deeper into the issue through database queries, server reviews and monitoring. If, after the Operations’ investigatory resources are exhausted the issue remains unresolved, the issue will be escalated to Xxxxx 0 XxxxxxxSupport. X ➢ Xxxxx 0 Support Xxxxxxx (DevelopmentXxxxxxxxxxx, QAXX, etc.): If necessary, the Level 3 Support Team will be engaged to attempt to determine root cause for the reported and unresolved issue. The Level 3 Support team may include developers, Quality Assurance analysts, and/or implementation analysts with additional access permissions to review code or provide additional technical insight into expected versus actual behavior of the Content Direct Ascendon System. FOIA CONFIDENTIAL TREATMENT REQUEST BY CSG SYSTEMS INTERNATIONAL, INC. CSG Contact and Escalation List The table below identifies the contact information for all levels of CD Ascendon Support Services. All critical issues requiring escalation are managed through the Solution Support Center ISD who will contact the appropriate on-call personnel: Support Level Contact Name/Title Contact Information Operating Hours/Staffing Levels Level 1 Solution Support Center Xxxxx 0 Xxxxxxxxxxxxx Xxxxxxxx Xxxx (SSCXXX) Phone: ***-***-********* (***-***-****)Web*********) Web: *****:********************* ******** Level 1 Escalation Manager of the SSC ISD Escalation from SSC ISD analyst ******** Support Level 2 Contact Name/Title Contact Information Operating Hours/Staffing Xxxxxx Xxxxx 0 Operations Escalation from SSC ISD ******** *****: ***********-* ******** ******: ****** ******* ****** ******** ***** (**-* **** ) Level 2 Escalation On-Call Analyst Escalation from SSC ISD ******** *****: ***********-* ******** ******: ****** ******* ****** ******** ***** (**-* **** Level 3 SME ) Xxxxx 0 XXX (e.g.x.x., DevelopmentXxxxxxxxxxx, QAXX, PS, etc.) Escalation from Xxxxx 0 (Xxxxxxxxxx) ******** *****: ***********-* ******** ******: ****** ******* ****** ******** ***** **-(***** **) Level 3 Escalation On-Call SME Escalation from Xxxxx 0 (Xxxxxxxxxx) ******** *****: ***********-* ******** ******: ****** ******* ****** ******** ***** (**-* **** ) Management Escalation Operations Manager Escalation from Level 2 Xxxxx 0 (Operations) on-call ******** *****: ***********-* ******** ******: ****** ******* ****** ******** ***** (**-* **** ) Senior Management Escalation Operations Director Escalation from MS Manager ******** *****: ***********-* ******** ******: ****** ******* ****** ******** ***** (**-* ****)

Hosting and Support Services. CSG shall provide technical support and operational maintenance for the Production Environment of the Content Direct System as part of the Content Direct Services. These hosting CD Hosting Services and support services CD Support Services are provided in a manner to maximize Service Availability and minimize any Service Interruption of the Production Environment. CSG shall provide the hosting services from facilities located in the United States. Under no circumstance shall hosting services be provided from an off-shore location without the prior written consent of an Authorized Approver of Customer. FOIA CONFIDENTIAL TREATMENT REQUEST BY CSG SYSTEMS INTERNATIONAL, INC. Technical Support/Operations Customer may submit support incidents or queries to CSG’s Support Center support center (“Solutions International Support CenterDesk” or “SSCISD”) via telephone (***-***-*********), or CSG’s web accessible ticket tracking system (accessed at *****:*********************) and other mutually agreed means; provided, that Customer must notify CSG of ******** ***** * ******** *** ******** ***** * **** issues via telephone to the SSCISD. *** Confidential Treatment Requested and the Redacted Material has been separately filed with the Commission. CSG shall provide support on a ******** for issues with a ******** ***** of “********” and “****” and during *:** ** – *:** ** ******* for issues with a ******** ***** of “******” and “***”. Should CSG discover a performance or operations issue impacting the Production Environment, CSG shall notify the Customer Project Manager identified in an affected CD Service Order (or such other representative Customer has identified to CSG in writing (email acceptable) to receive such notice) of such issue, as well as CSG’s initial assessment of issue severity, no later than (i) ****** (**) ******* from the time of discovery of a ******** ***** * ******** *** ******** ***** * **** issue and (ii) *** (*) ******** *** for a ******** ***** * ****** *****. * Support Levels CSG shall escalate support issues as follows: Ø Level 1 Support Xxxxx 0 Xxxxxxx (SSCXXX): CSG provides initial support through CSG’s Solution Support CenterISD, which shall provide for the initial triage of an issue. The Solution Support Center ISD may be contacted via telephone *(******** *** ******** ***** * ******** *** ******** ***** * **** *******), email or web (through CSG’s extranet at *****:*********************) and will work with the Customer to collect pertinent information, understand the issue and attempt to replicate and resolve. If, after the Solution Support CenterISD’s investigatory resources are exhausted, the Solution Support Center ISD is still unable to resolve the issue, it will escalate to Xxxxx 0 Xxxxxxx. X Xxxxx 0 Xxxxxxx (Xxxxxxxxxx): Once the Solution Support Center ISD escalates the issue to Operations, Operations begins troubleshooting and analyzing the issue. Operations has additional security rights permitting it to dig deeper into the issue through database queries, server reviews and monitoring. If, after the Operations’ investigatory resources are exhausted the issue remains unresolved, the issue will be escalated to Xxxxx 0 Xxxxxxx. X Xxxxx 0 Support (Development, QA, etc.): If necessary, the Level 3 Support Team will be engaged to attempt to determine root cause for the reported and unresolved issue. The Level 3 Support team may include developers, Quality Assurance analysts, and/or implementation analysts with additional access permissions to review code or provide additional technical insight into expected versus actual behavior of the Content Direct System. FOIA CONFIDENTIAL TREATMENT REQUEST BY CSG SYSTEMS INTERNATIONAL, INC. CSG Contact and Escalation List The table below identifies the contact information for all levels of CD Support Services. All critical issues requiring escalation are managed through the Solution Support Center ISD who will contact the appropriate on-call personnel: Support Level Contact Name/Title Contact Information Operating Hours/Staffing Levels Level 1 Solution Support Center Xxxxx 0 Xxxxxxxxxxxxx Xxxxxxx Xxxx (SSCXXX) Phone: ***-***-********* (***-***-****)Web*********) Web: *****:********************* ******** Level 1 Escalation Manager of the SSC ISD Escalation from SSC ISD analyst ******** Level 2 Operations Escalation from SSC ISD ******** *****: ******** ****-******** ******: ****** ******** ***** (**-* **** ) Level 2 Escalation On-Call Analyst Escalation from SSC ISD ******** *****: ******** ****-******** ******: ****** ******** ***** (**-* ***) *** Level 3 SME Confidential Treatment Requested and the Redacted Material has been separately filed with the Commission. Xxxxx 0 XXX (e.g.x.x., DevelopmentXxxxxxxxxxx, QAXX, PS, etc.) Escalation from Xxxxx 0 (Xxxxxxxxxx) ******** *****: ******** ****-******** ******: ****** ******** ***** **-(***** **) Level 3 Escalation On-Call SME Escalation from Xxxxx 0 (Xxxxxxxxxx) ******** *****: ******** ****-******** ******: ****** ******** ***** (**-* **** ) Management Escalation Operations Manager Escalation from Level 2 Xxxxx 0 (OperationsXxxxxxxxxx) on-call ******** *****: ******** ****-******** ******: ****** ******** ***** (**-* **** ) Senior Management Escalation Operations Director Escalation from MS Manager ******** *****: ******** ****-******** ******: ****** ******** ***** (**-* ****)