Good Service is Good Business

Mortgage 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
• On-line assistance and training using WebEx
• MC Web site
• Software Improvement Request (SIR)
  Send requests for enhancements (SIRs) to Customer Support



• Custom reports (Billable)
• Consulting (Billable)
• Auditing (Billable)
• Hardware Support (Billable)

New 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.

MC's trained staff is available 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.

If a problem arises or you need assistance, send an e-mail to Mortgage Computer. The item will be researched in a timely manner, after which Mortgage Computer will reply.

When You E-mail, Follow These Simple Steps

		Complete the information asked for in the E-mail Help. MC will respond acknowledging receipt of the e-mail within 5 minutes.
		State specifically the problem you are having and the path you are using. Be very specific and/or send a fax of the problem.
		MC will resolve the problem or questions and respond. If the response cannot be immediate, MC will estimate when a response can be expected.

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.

On-Line Assistance

Interactive Services

WebEx OnCall - Solve customer problems instantly on the Web.

Send an e-mail to MC requesting a time for your WebEx assistance. MC will indicate when a session can be arranged. WebEx OnCall enhances the effectiveness of traditional telephone-based customer support by adding real-time online communications. The service allows support representatives to 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.

Software Improvement Request (SIR)

There is no charge for reviewing your requests. Enhancements to the packages are seriously considered. Before an enhancement will be scheduled, it is reviewed based upon the impact it will have on the current program, compatibility with regulations, cost to make the enhancement verses time, and money it will save. In addition, the programming time it requires to make a change and if the change can be completed along with regulatory changes for the next update are also considered. If software can be improved, Mortgage Computer will schedule it.

For any of your programming needs, problems, or suggestions on how the program or the service from Mortgage Computer can be improved, please write to Mortgage Computer. Be specific in the request, indicating the results desired or needed.

If any major changes to forms or any upcoming changes in federal, state, or local laws arise, please notify Mortgage Computer well in advance of the effective date to facilitate any changes.

If an error is detected in the program, please send to MC any information, reports, etc., showing the error and indicate what the result should have been. This helps by reducing the time it takes to make the correction.

When corresponding with Mortgage Computer regarding an SIR or change, please direct your correspondence to:

Mortgage Computer
Product Development Department
2650 Washington Boulevard, Suite 203
Ogden, UT 84401-3623
E-mail: mcss@mcoffice.com

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 Page 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

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!

All the features, functions, regulations, and more than 600 reports are part of the Mortgage Office Software. At times you might need a report that is not part of the software.

Mortgage Computer will consider programming any custom report, including tapes or other media, to fit your needs or requirements. The cost of the report is billed by the hour for programming time.

Consulting

Mortgage Computer staff has more than 120 years of combined experience in mortgage lending, marketing loans, servicing loans, and time and motion methods that will increase productivity without increasing staff. Mortgage Computer is happy to share ideas on how best to organize for automation. Let Mortgage Computer present ideas on HOW TO meet your mission statement of making every credit-worthy customer, member, or borrower meet their housing needs.

Word Processing

Mortgage Computer does not include a word processing software module as part of Mortgage Office Software.

Maintenance questions concerning how word processing operates should be directed to the source providing the word processing software.

Hardware support is available through Mortgage Computer.

Support offered by Mortgage Computer for hardware problems will be billed at $100 per hour. This service is not part of the Software Support Agreement.