Standard Support Process

Standard Support Process

Per the conversation yesterday, we are setting up the two support channels for Issuer (email and phone) and wanted to confirm the process with you guys.  I think they are generally the same for both Phone and Email.
 
Phone
  • Dedicated support phone number that investors can call from 9-5 PM EST.  It also has VM should we be on the line or for after hours.
  • C2M will triage the calls into a Platform/tech bucket that C2M will manage and resolve and an investor Relations bucket that ISSUER will resolve.  I am sure we get a call that spans across both buckets where will we need to coordinate.
    • We will create a ticket in the system for the incoming calls that require more than a quick answer that can be provided on the call.  Essentially, we will capture the name, email, phone number and issue/question for the ticket.  If it is an Investor Relations questions / issue we will let them know that they will be contacted by Montcalm (let me know if you want us to say anything specific here?) and send a private email to XXX@XXX.com with the details.
    • XXXX, when you resolve the question/issue please reply to the email for the ticket that we send you and we will close the ticket. 
Email
  • Dedicated support email address that investors can use for questions/issues.
  • C2M will triage the emails into a Platform/tech bucket that C2M will manage and resolve and an investor Relations bucket that ISSUER will resolve.  I am sure we get some issues/questions that spans across both buckets where will we need to coordinate.
    • We will create a ticket in the system for the incoming emails.  Essentially, we will capture the name, email, phone number (if provided) and issue/question for the ticket.  If it is an Investor Relations questions / issue we will reply with an email that we have received their message and let them know that they will be contacted by ISSUER (let me know if you want us to say anything specific here?) and send a private email to XXXX with the details.
    • XXXX, when you resolve the question/issue please reply to the email for the ticket that we send you and we will close the ticket. 


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