TONE Technical Services Overview

The Tone Software Technical Services program provides the following services:

• Hotline and After-Hours Support
• Interactive Support Portal
• Product Evaluation Support
• Product Design, Development, and Quality Assurance

The Tone Technical teams are totally focused on providing our customers and prospective customers with immediate, courteous, high quality products and services. The following information provides a general overview of each service and the procedures utilized by the technical teams.

Customer Hotline Support

The Tone Software Customer Service and Support Group is a team of skilled technicians who continually provide top-notch service and expertise which ensures each customer derives maximum benefit from every TONE product.

Tone Service and Support personnel are available 24 hours a day, 365 days a year to provide around the clock assistance and technical support to TONE's valued customers. All Technical and Management personnel are also on call 24 hours a day, and the Anaheim Corporate Support Center Hotline is fully staffed from 6 A.M. to 5 P.M. Pacific time to accommodate customers in other geographic areas.

The Tone Software Customer Service and Support Team utilizes the powerful on-line Progress Tracking System (PTS). The PTS records the details, communication, and progress of each and every technical request. Each customer request is assigned a PTS number for future use in tracking the status and progress of his or her specific request.

The PTS database produces a monthly report detailing all activities for each user organization, and confirms any outstanding requests, whether these are items which are actively being processed, or requested/suggested product enhancements and improvements.

An integral part of the PTS is the Progress Escalation Procedure (PEP). The PEP dictates how the group establishes priority and assigns resources to each specific support issue to insure that all issues are resolved promptly and effectively.

After Hours Support

Tone Software's commitment to customer service and support doesn't stop at the end of the business day. Customers requiring immediate Technical Support after standard business hours can access on-call technicians 24 hours a day, 365 days a year.

Customers with critical technical issues can call 714-991-9460 to access the Technical Support After Hours Call Center, and follow these procedures:

1. When the automated system answers, stay on the line, and “Hold for more Options”. The call will be automatically routed to the after hours attendant.
2. Notify the attendant that a critical support issue requires immediate attention.
3. The attendant will promptly contact the TONE on-call technicians and instruct them to contact the customer.

A TONE technician will respond directly to the customer within 30 minutes. Customers should ensure they provide a valid phone number where they can be reached.

If, for any reason, customers are unable to reach the Technical Support After Hours Call Center at the 714-991-9460 number, please call 714-843-8325 and ask the attendant to contact the on-call technician.

Customers with non-critical technical issues can call 714-991-9460 to access the Technical Support After Hours Call Center, and follow these procedures:

1. When the automated system answers, stay on the line, and “Hold for more Options”. The call will be routed to an after hours attendant.
2. Notify the attendant that a non-critical support issue requires attention on the next business day.
3. The attendant will record the pertinent information, and notify TONE technicians of the issue. TONE technicians will process the request and respond to the customer the next business day.

Interactive Support Portal

The TONE Interactive Support Portal provides customers with dynamic, online access to create and track all technical support cases for their installation. When creating new cases through the portal, a TONE Support technician is automatically assigned, and is notified to take immediate action on the new case.

Through the portal, customers can view up-to-the-minute information regarding all cases, and be fully informed of the TONE support activities as they work through the diagnosis and resolution phases of each case. The Support Portal enables customers to:

• Open new Support cases directly within the portal for rapid action by the Tone Technical team
• View all open and closed Support cases for the customer's specific installation
• Check the status of open cases for current activities, notes, and progress
• Add additional details, comments, or questions to any open cases
• Attach relevant documentation, dumps, or supporting materials to cases for immediate use by the TONE Technical team

Through the TONE Support Portal, customers are empowered to directly monitor their support cases as closely as they wish, and they can actively participate in the progess of their cases as fully as they wish.

Product Evaluation Support

Tone Software recognizes the importance of evaluating products in today's marketplace. We are confident that given the opportunity, our products will demonstrate superior design, functionality and return on investment. We therefore place significant emphasis on this activity, and ensure that our commitment to quality service is fully deployed with the customer's decision to evaluate a Tone product in their own environment.

Take the opportunity to try Tone Software solutions in your own environment. Let Tone Software prove to you we deliver quality software solutions and service you can depend on for years to come.

Product Design, Development, and Quality Assurance

Tone actively solicits all product enhancement suggestions, and customers are encouraged to communicate their desired enhancements to the Product Development group on an ongoing basis. The resulting product suggestion list is constantly evaluated and prioritized as future releases of each product are planned. In addition, a Tone Products User Group meeting takes place periodically, and the input from the participants is given careful consideration in the development planning process.

Tone's Quality Assurance and Beta Testing Programs are unsurpassed in the industry, ensuring the highest quality technology. Cross utilization of our resources is critical to this activity, as product QA is not performed by the developers who authored the particular product release. Test sites in the United States, Europe, and South America are utilized for testing and QA Major new releases are planned at least annually for most Tone products. TONE's Development and Quality Assurance Team is dedicated to providing state-of-the-art technology for the business computing enterprise of today and tomorrow.