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BK - 00026 PG - 0158 <br />• Administration and End user training sessions <br />o One (1) Document Mall Training Train the Trainer session for up to two (2) <br />hours (up to four (4) administrators). <br />• Locating and accessing Document Mall via Customer - specific secure <br />URL. <br />• Locating the desired file. <br />• Viewing, downloading and printing of documents <br />• Choosing a file within a folder <br />• How to print all or portions of the scanned document <br />• Importing files instead of scanning <br />• Adding and deleting pages <br />• Selecting from drop down lists <br />• Mandatory and voluntary fields <br />• Number of users on the system at one time. <br />This training will be completed utilizing actual Customer documents scanned by LCI. <br />Deliverables: LCI will conduct end user training sessions for the SaaS. <br />Checkpoint: Customer approval of training. <br />Support Services <br />Provided that Customer has current support coverage in place with LCI and paid the applicable <br />subscription fees, LCI shall provide Customer with the following technical support for the following SaaS: <br />Document Mail. Customer will place a call to the LCI Customer Support Desk at 919 -775 -3439 any time <br />from 8 am to 5 pm EST, Monday through Friday. There is no limit on the number of times Customer can <br />call during these hours, and no other "per- call" or "per- minute" charges. LCi will log the call and <br />attempt to provide Level 1 Support (described below) over the phone. If onsite assistance is required, <br />LCI will dispatch a Conversion Specialist if applicable. After hours or weekend calls and /or On -going <br />onsite support beyond the Support Services defined above will result in an additional cost to Customer <br />at LCI's standard hourly rates. <br />Level 1 Support means services to resolve problems with the SaaS, e.g., assisting Customer staff with <br />questions from users, operators and administrators. Specifically, LCI will use commercially reasonable <br />efforts to identify and isolate the cause of Customer's request for support and attempt to resolve <br />problems related to the SaaS prior to requesting Level 2 Support. <br />Level 2 Support means that LCi will engage the SaaS Manufacturer to diagnose, analyze and <br />troubleshoot any reported problem with or relating to the SaaS. <br />7 <br />