"Level I Support” means distribution of the Products and Enhancements (including Upgrades) to Customers, accepting the initial request for assistance from the Customer, logging the call into a call handling system, providing telephone support for Customers in operation of the Products, functional clarification, identifying possible defects in the Products, etc. and error correction through the supply of temporary fixes.

"Level II Support” means debugging and maintaining source code to the highest release level and providing Reseller with reasonable access to JFM's technicians for advice, consultation and assistance to diagnose and resolve the problems that Customers may encounter in using the Products, as provided in the Reseller SLA.

Reseller Options

There are two support options open to JFM partners for the support of the Mimic solutions. In both cases JFM will provide level 2 support as described above.

Option 1: JFM Provides all the support

JFM will provide all level 1 and level 2 Customer Support to Customers under the terms of the applicable Customer License Agreement. Customers will contact JFM support directly and support will be delivered in accordance with the support agreement.

Option 2: Reseller Provides Level 1 Support

The reseller retains the direct contact with the customer and provides level 1 support as described above. Level 2 support is provided to the reseller by JFM. The reseller must have in place:

1. A robust support and error tracking system.
2. Reseller may make a temporary modification to the solution and notify JFM to enable a more permanent solution.
3. Reseller collects Support Fees.
4. Reseller shall not under any circumstances modify the source code for the Product.
5. Reseller retains and trains sufficient support personnel to provide Level I Support.