Transaction Services

ANX Velocity (standard EDI)

Help Desk Support. ANX shall provide to Customer the following help desk support (the "Help 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		 800-944-6474
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/

1 Except Major Holidays: New Year's Day, Memorial Day; Independence Day; Labor Day; Thanksgiving Day; Christmas Day. Phone support only on the listed holidays.
2 ANX may change the Point of Contact information by providing written notice to Customer, which may be sent via email.


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

3 After Hours: Monday through Thursday, 6:00 PM to 8:00 AM; and Friday 6:00 PM through Monday 8:00 AM; (all times Eastern U.S. time zone).



ANX Velocity (EDI Managed Services)

Help Desk Support. ANX shall provide to Customer the following help desk support (the "Help Desk Support").


Support Channels: Hours of Operation


Support Channel Hours of Operation Point of Contact 2
Phone 24/7 800-944-6474
Email 24/7 1 support@anx.com
Chat 24/7 1 http://chat.anx.com/

1 Except Major Holidays: New Year's Day, Memorial Day; Independence Day; Labor Day; Thanksgiving Day; Christmas Day. Phone support only on the listed holidays.
2 ANX may change the Point of Contact information by providing written notice to Customer, which may be sent via email.


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

3 After Hours: Monday through Thursday, 6:00 PM to 8:00 AM; and Friday 6:00 PM through Monday 8:00 AM; (all times Eastern U.S. time zone).


MedNX

Help Desk Support. ANX shall provide to Customer the following help desk support (the "Help Desk Support").


Support Channels: Hours of Operation


Support Channel Hours of Operation Point of Contact 2
Phone 24/7 800-773-4070
Email 24/7 1 support@anx.com
Chat 24/7 1 http://chat.anx.com/

1 Except Major Holidays: New Year's Day, Memorial Day; Independence Day; Labor Day; Thanksgiving Day; Christmas Day; (all times Eastern U.S. time zone). Phone support only on the listed holidays.
2 ANX may change the Point of Contact information by providing written notice to Customer, which may be sent via email.


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

3 After Hours: Monday through Thursday, 11:00 PM to 7:00 AM; and Friday 11:00 PM through Monday 7:00 AM; (all times Eastern U.S. time zone).


MedNX Remote Access

Help Desk Support. ANX shall provide to Customer the following help desk support (the "Help 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		 800-773-4070
Email Monday-Friday
8:00 AM to 5:00 PM 1		 support@anx.com

1 Except Major Holidays: New Year's Day, Memorial Day; Independence Day; Labor Day; Thanksgiving Day; Christmas Day; (all times Eastern U.S. time zone). Phone support only on the listed holidays.
2 ANX may change the Point of Contact information by providing written notice to Customer, which may be sent via email.


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

3 After Hours: Monday through Thursday, 5:00 PM to 8:00 AM; and Friday 5:00 PM through Monday 8:00 AM; (all times Eastern U.S. time zone).



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