MC OFFICE Software is supported by a Software Support Agreement. The Software Support Agreement covers the following items:

• Errors in the software design
• Changes due to revisions in federal and state laws

New releases, enhancements, etc., are not part of maintenance. In addition, hardware is not part of the Software Support Agreement. Hardware support calls should be made to the company that provided the hardware.

Calls to correct operating mistakes and solve problems caused by aborting the program or other similar circumstances are billable.

The Software Support Agreement does not include telephone expenses, postage, freight or express mail, costs for tapes or diskettes, or other costs incurred by Mortgage Computer in the performance of the software support. Tapes and supplies will be sent by the most cost-effective method possible unless a request is made for overnight service. ALL postage expenses are BILLED to the customer. Each month a maintenance billing statement is sent itemizing costs for the month.

Mortgage Computer provides continual support and software updates for a monthly maintenance fee. The monthly maintenance fee arrangement keeps the software up-to-date with the industry and regulations.

Our trained staff is on call to assist you with problems and procedures. In addition, special assistance and time can be prearranged for an MC staff person to be available to meet your time for special projects.

If a problem arises after hours, send an e-mail or fax message to Mortgage Computer. The item can be researched, after which Mortgage Computer will return the call. An e-mail or fax is much better than a phone call as the question is understood quicker and telephone time is reduced.

When calling, please indicate if the program is totally down or if the problem can be handled at a later time. Priority is given to those companies that are down and inoperable. The 800 line is limited to the Customer Support area and is for messages only. Each call is returned as quickly as possible.

Weekend assistance can be arranged with a two-week advance notice. A standby fee of $100 per two-hour block will be billed to your company and actual call time will be billed at $100 per hour in increments of 15 minutes.

Holiday assistance can also be arranged with a two-week advance notice. A standby fee of $200 per two-hour block will be billed to your company and actual call time will be billed at $200 per hour in increments of 15 minutes.

Customer Support Includes

• Software Maintenance
• Telephone Support
• On-Line Assistance and Training using WebEx
• MC Web Site
• Software Improvement Request (SIR)
  Send requests for enhancements (SIRs) to Customer Support
• Custom Programming (Billable)
• Custom Reports (Billable)
• Consulting (Billable)
• Auditing (Billable)
• Hardware Support (Billable)

Software Maintenance

The programs are designed to meet the requirements of the Federal Reserve, Fannie Mae, Freddie Mac, FHA, VA, HMDA, IRS, and other regulatory agencies.

Corrections to licensed software program(s), when documented in writing, as well as programming errors are included in Customer Support. Items included are changes necessitated by revisions in federal and state laws. Regulations which affect the content or format of documents will be modified by the provider of the laser form format.

The Licensee shall provide Mortgage Computer, in a timely manner, copies of any state laws or regulations that have changed.

Mortgage Computer will send to customers a FAST FAX or e-mail to make them aware of a potential problem or how to improve the use of the program.

It is the policy of Mortgage Computer that every customer will be at the same level and update release. This is an important service to you and it is quicker for Mortgage Computer to provide customer support.

Telephone Support

MC Customer Support representatives are available Monday through Friday from 8:00 a.m. until 4:30 p.m. Mountain Standard Time.

Customer Support Hours Coast to Coast

Time Zone Eastern Standard Time Central Standard Time Mountain Standard Time Pacific Standard Time

10:00 a.m. - 6:30 p.m. 9:00 a.m. - 5:30 p.m. 8:00 a.m. - 4:30 p.m. 7:00 a.m. - 3:30 p.m.

MC Message Center available 24 hours a day.
MC Web site available 24 hours a day.

Direct Lines to Support

Voice Voice Fax

(801) 621-8942 (801) 621-8268 (801) 621-8429

Toll-Free Lines

Message Center Fax

(800) 421-3277 (800) 897-9917

Other Calls

Use (801) 621-3900 for other calls. Weekend support is available if arrangements are made ahead of time. There is an additional support fee for this service.

When You Call, Follow These Simple Steps

		Please provide: Your name Your company The hardware platform you are on (UNIX, PC, etc.). The software you are using (MB, LS, etc.) and the release number. IF YOU ARE TOTALLY DOWN, PLEASE INDICATE. Priority is provided to companies that are down!
		State specifically the problem you are having and the path you are using.
		Please do not expect an immediate answer when you report your problem. Allow MC time to research a solution.
		Customer Support calls are monitored hourly by Customer Support supervisors. In order to track calls, it is essential you provide enough information so calls can be logged in properly.

E-mail Customer Support

E-mail Hardware Support

On-Line Assistance

Interactive Services

WebEx OnCall - Solve customer problems instantly on the Web.

WebEx OnCall enhances the effectiveness of traditional telephone-based customer support by adding real-time online communications. The service allows support representatives to instantly initiate Web-based sessions with customers so they can look at a problem and use a powerful set of interactive tools to deliver solutions on the spot.

A simple user interface ensures your customers need not have any technical knowledge or training to receive help using WebEx OnCall. With just a standard Web browser, support agents can assist customers located anywhere.