Sofico's Customer Support is the single point of contact for our customers.

There are three levels of support:

• First Line Helpdesk Support: Questions concerning purely functional issues - follow up by the customer's helpdesk.
• Second Line Helpdesk Support: Questions concerning configuration and set-up - follow up by Sofico Services.
• Third Line Support: Issues that require code change - follow up by Sofico development.

Our support staff can be contacted regarding:

• Functional and technical issues
• General questions
• Bug reports
• Enhancement and consulting requests regarding Miles and MilesWeb

The support team can be reached via phone while web based support is also available through the Sofico Extranet. The Extranet site allows our customers to register their issues, tickets or change requests and follow up on the progress of their projects and tickets. Extranet is a secure site, personalized for each individual customer.

Support tickets and Customer Change Requests are processed through ITIL-approved processes.

Service Level Agreements are specified for each of our customers. The support team provides reports for each customer regarding SLA compliancy.