1.  How to Reach Us  Service Support Levels  Support Definitions & Standards  Response Levels  Point of Contact  Our Escalation Processes  Expect a Survey

2. Call  Toll-free: 866-646-9211  Twin Cities area: 952-767-5100 Customer Web Portal  https://support.milestonesystems.com/helpdesk Email  support@milestonesystems.com  Subject: Request for assistance One of our certified Network Support Engineers will respond ASAP. How to Reach Us

3. Standard & Premium Support As an F5-Authorized Service Center, Milestone Systems aligns with a Support Service Level Agreement set by F5. F5 Guidelines & Policies for Standard and Premium Support are: Type of ServiceStandard SupportPremium Support Contract Term1-Year Support Hours800-1800 (6:00 pm) Monday - Friday, local time24 x 7 x 365 Support LevelNetwork Support Engineer Remote Technical Support Network Support Engineer Remote Technical Support Software UpdatesFeature & Maintenance Releases Advanced Hardware Replacement Yes Escalation GuidelinesYes 4-Hour On-site Service Upgrade NoOptional

4. Support Definitions Our Commitment:  We act in a professional manner at all times.  We provide the best customer experience possible.  Our goal is to resolve your issues the first time, every time.  You have the right to request manager escalation for unresolved or “network down” issues. Scope:  Our service is designed to assist you remotely with specific break-fix issues and on-going maintenance of your F5 products.  If you require additional support coverage outside the scope of break-fix and/or on-going maintenance, please contact your Milestone Systems Account Manager (866-646-9211) who will arrange for a custom support offering that will meet your exact needs.

5. Support Standards Support Hours: Milestone NSE teams are available 24 x 7 x 365 so that we can assist you when you need help. Managerial Escalation: If you wish to comment on the way a particular case is being addressed by an NSE or believe that your case is not being handled in accordance with the service levels within your support contract, please call 866-646-9211 and request to speak to a Customer Support supervisor at any time. Response Times:  We target aggressive response times for our customer requests. If a NSE is not immediately available to help you, we have 3 mechanisms to handle your request so that your issue is logged into our case management system and a unique case number issued to you.  Our escalation policies are automated so someone will respond to your need within the timelines of your support contract.

6. Response Levels  Our NSE team responds to “Site Down” (Severity 1) calls with 1 hour and “Site at Risk” (Severity 2) calls within 4 hours.  Response is defined as “time from when the support case was created to when a Network Support Engineer NSE first attempts to contact the call initiator for troubleshooting, and updates the case log reflecting this action”  When you contact us, we work with you to assign an appropriate severity level to your issue in accordance with the definitions below: Case SeverityDefinitionTarget Response Site Down (Severity 1) All network traffic has ceased, causing a critical impact to your business. 1 Hour Site at Risk (Severity 2) Primary unit has failed resulting in no redundancy. Site is at risk of going down. 4 Business Hours Performance Degraded (Severity 3) Network traffic is partially functional causing some applications to be un-reachable. 8 Business Hours General Assistance (Severity 4) Questions regarding configurations “how to”. Troubleshooting non- critical issue or requests for product functionality that is not currently part of the current product feature set. Next Business Day

7. Point of Contact  When your account is set up, we will ask that you assign a point of contact (POC) to approve login account requests or removals associated with your account on our portal, support.milestonesystems.com  Your designated POC will receive our form via email for contact information, preferences, and information on a POC alternate.

8. Our Escalation Process  Immediate Manager Notification: When a case is logged as Site Down (Severity 1), our Network Support Supervisors are immediately notified. The managers are responsible for ensuring the case is assigned within the appropriate timeframe to an appropriately skilled Network Support Engineer or Systems Engineer.  Severity 1 Report: It is the responsibility of the management team to ensure that the “hand-off” of all unresolved Site Down (Severity 1) issues is documented in a Daily Severity 1 Report. The purpose of this report is to ensure that the status of all unresolved Site Down (Severity 1) issues are actively tracked by our Network Support supervisors. OwnerSite Down (Severity 1)Site at Risk (Severity 2) Technical Support Supervisor Immediate.4 Hours Account ManagerImmediate4 Hours Director of Engineering4 Hours24 Hours COO Chief Operations Officer 24 Hours These escalation timeframes are to be used as guidelines and are not a substitute for sound business practices

9. How Did We Do? As an Authorized F5 Service Center, we must survey our support customers upon case closure. Your feedback is reviewed and shared with F5 to ensure that we are providing technical support that meets F5 standards. When a support ticket is closed, you will be sent a questionnaire with the questions shown below asking about your level of satisfaction with how our support staff handled your F5 product support request. Please answer promptly and truthfully. Thank you!  How would you rate the engineer’s ability to solve your problem(s)?  How would you rate the engineer’s friendliness and courtesy?  How would you rate the initial response time?  How would you rate the response time for an engineer to get back to you on your issue?  How would you rate the time it took to resolve your issue?  What is your overall rating of the support group?  Prior to logging your request, did you use AskF5?  As a result of this experience, what is your opinion of Milestone Systems?  Would you recommend Milestone Systems to another company?

10. 866-646-9211 https://support.milestonesystems.com/helpdesk support@milestonesystems.com