Hosted Service Support Programs define levels of service and support available to customers hosting web sites, web services, Microsoft or other third party server software, portal software or other web based application solutions marketed by EPI Internet Direct.

EPI offers two levels of technical support:

Level 2 Technical Support

This support level is included at no cost with all shared service web site, Sharepoint, POP3 and MS Exchange email hosting programs. This service includes:

• 24/7 Emergency Hotline Support¹
• 24/7 Network Traffic Monitoring
• Free access to EPI's Technical Support web site, located at http://support.epidirect.com.

Level 2 telephone support is available at EPI's standard support rates. Clients with Level 2 support may extend their subscription to include additional support options. For information please contact your EPi sales representative.

Level 1 Technical Support

Level 1 Technical Support is available exclusively to clients with contracted hosted services. Contracted services are services that are defined as part of a hosted service Sales Agreement. Level 1 Technical Support includes:

• 1 Free Telephone Support Incident per month.
• 24/7 Emergency Hotline Support¹
• 24/7 Server Monitoring²
• 24/7 Network Traffic Monitoring
• 24 business hour turn-around for non-emergency support requests³.
• Free access to EPI's Technical Support web site, located at http://support.epidirect.com.
• Nightly Backup⁴
• Operating System Maintenance (security patches, service pack upgrades)
• Hardware Maintenance (replacement of defective parts)

Certain services sold by EPI may may include specific technical support allowances. If such allowances apply to you then these allowances will be stated as part of a signed Sales Agreement and you should refer to your agreement for details of your support allowances.

Level 1 Technical Support services do not include service fees for adding or removing end-user accounts, assistance with the installation of custom or third party software, printer or other drivers, application specific software programming, application specific software maintenance, special request backups or restores, or other specialized support services for which service fees are invoiced individually.

Service fees for billable technical support applies to client requested support activities only. Your account is not invoiced for the time involved in the general maintenance of EPI facilities, time spent maintaining EPI hosted equipment or EPI hosted operating system components or time spent setting up or managing nightly backup services.

Client requested activities may include such activities as:

• Service Training
• Assistance with the configuration of end-user workstations or devices.
• Assistance with the installation or configuration of end-user software.
• Adding or removing end-user accounts.
• Other client requests for technical assistance of any kind.

EPI's current service support rate is $125.00 per hour. Outside of normal office hours our technical support rate is $250.00 per hour. EPI' Internet Direct's office hours are 9:00AM to 5:00PM EST Monday to Friday.

Some specialty services are invoiced at rates unique to the service requested. Some of these services include:

EPI reserves the right to modify service rates or adjust terms of our technical support services at any time without notice.

For more information, please contact your EPI sales representative.