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648 <br />• Assist Customer with any additional skills transfer or training issues. <br />• Assist Customer's project staff with problem determination and problem resolution. <br />Deliverable: On -site or off -site support (as defined and quoted in the SOW) immediately following <br />implementation during the first thirty (30) days following implementation. <br />Checkpoint: Customer will sign a Support Acceptance Form to document acceptance of the final <br />phase of the project. <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 <br />following:Customer will place a call to the LCI Customer Support Desk at 919 - 775 -3439 any time from 8 <br />am to 5 pm EST, Monday through Friday. There is no limit on the number of times Customer can call <br />during these hours, and no other "per- call" or "per- minute" charges. LCI will log the call and attempt to <br />provide Level 1 Support (described below) over the phone. If onsite assistance is required, LCI will <br />dispatch a Conversion Specialist if applicable. After hours or weekend calls and /or On -going onsite <br />support beyond the Support Services defined above will result in an additional cost to Customer at LCI's <br />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 />Level 3 Support means that LCI will engage the SaaS Manufacturer to examine and test the SaaS to <br />determine if the SaaS is functioning and performing as designed. <br />LCI shall have no obligation to support: (i) SaaS modified without LCI's consent (ii) use of the SaaS other <br />than in accordance with this SOW. <br />Customer Roles and Responsibilities <br />Customer Roles <br />Any successful project is a cooperative effort. With that in mind, the following section provides <br />information on the roles and responsibilities expected of the Customer project team. Please note that a <br />�9 <br />