The following describes how customers should contact Platinum China Support:

1. Problem reports are directed to Platinum China Support by Fax, by Telephone or through Internet.

2. The support consultant gathers information about the problem and logs the call in Platinum China.

3. The support consultant troubleshoots the problem and makes every attempt to provide an immediate resolution to the problem. Where an immediate response is not possible, the issue is prioritized and researched based on the priority status level.

4. When a resolution is found, the customer is contacted by a support consultant and the call log is closed. If the problem cannot be resolved locally it will be reported to the Platinum International Support Centre for further investigation.

5. If the problem cannot be resolved immediately because of a defect in the software, the problem is logged in the PTR system. The customer can then track the issue by PTR number for status, including possible workarounds and estimated fix dates.

6. If the problem is critical, that is, it prevents the customer from doing business, it is assigned a PTR number and then can be escalated by the Support consultant to be evaluated for EPR, Emergency Problem Resolution. If the escalation is approved, the PTR is assigned an EPR number and assigned a target release date.