Transaction Services

ANX Velocity (standard EDI)

Service Desk Support. ANX shall provide to Customer the following Service Desk support (the "Service Desk Support").


Support Channels: Hours of Operation


Support Channel Hours of Operation Point of Contact 2
Phone Monday-Friday
8:00 AM to 6:00 PM 1
877-488-8269
Email Monday-Friday
8:00 AM to 6:00 PM 1
support@anx.com
Chat Monday-Friday
8:00 AM to 6:00 PM 1
http://chat.anx.com/

Response Times.


Service Request Type Request Priority Acknowledgment (Average) Resolution/Completion
High 15 Minutes 8 Hour
Incident Medium 15 Minutes 16 Hours
Low 15 Minutes 24 Hours

Change Request Request Time Frame Acknowledgment (Average) Lead Time Required
Business Hours 15 Minutes 24 Hours
After Hours 3 15 Minutes 72 Hours


ANX Velocity (EDI Managed Services)

Service Desk Support. ANX shall provide to Customer the following Service Desk support (the "Service Desk Support").


Support Channels: Hours of Operation


Support Channel Hours of Operation Point of Contact 2
Phone 24/7 877-488-8269
Email 24/7 1 support@anx.com
Chat 24/7 1 http://chat.anx.com/

Response Times.


Service Request Type Request Priority Acknowledgment (Average) Resolution/Completion
High 15 Minutes 8 Hour
Incident Medium 15 Minutes 16 Hours
Low 15 Minutes 24 Hours

Change Request Request Time Frame Acknowledgment (Average) Lead Time Required
Business Hours 15 Minutes 24 Hours
After Hours 3 15 Minutes 72 Hours

MedNX

Service Desk Support. ANX shall provide to Customer the following Service Desk support (the "Service Desk Support").


Support Channels: Hours of Operation


Support Channel Hours of Operation Point of Contact 2
Phone 24/7 877-488-8269
Email 24/7 1 support@anx.com
Chat 24/7 1 http://chat.anx.com/

Response Times.


Service Request Type Request Priority Acknowledgment (Average) Resolution/Completion
High 15 Minutes 4 Hour
Incident Medium 15 Minutes 8 Hours
Low 15 Minutes 24 Hours

Change Request Request Time Frame Acknowledgment (Average) Lead Time Required
Business Hours 15 Minutes 24 Hours
After Hours 3 15 Minutes 72 Hours

MedNX Remote Access

Service Desk Support. ANX shall provide to Customer the following Service Desk support (the "Service Desk Support").


Support Channels: Hours of Operation


Support Channel Hours of Operation Point of Contact 2
Phone Monday-Friday
8:00 AM to 5:00 PM 1
877-488-8269
Email Monday-Friday
8:00 AM to 5:00 PM 1
support@anx.com

Response Times.


Service Request Type Request Priority Acknowledgment (Average) Resolution/Completion

Incident
Business Hours 30 Minutes Per SLA set forth in the Service Order
After Hours3 Within 30 minutes of the start of the next Business Day Per SLA set forth in the Service Order

Change Request Request Time Frame Acknowledgment (Average) Lead Time Required
Business Hours 1 Hour Per SLA set forth in the Service Order
After Hours 3 Within 30 minutes of the start of the next Business Day Per SLA set forth in the Service Order




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