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1. Support Model for Sabre Qik Customers Phone email Internet Customer Help Desk Agency eServices V 1.0

2. Support Structure for Sabre Qik Products End User Help Desk • Turbo Sabre / Ticketing • Assistant / Power Assistant • Support • Targets to solve 75% of incidents at 1st Contact. • Sabre Technical Desk • applications.support@sabre.com System Problem Resolution 3rd Level Support Development Team • Resolves complex service incidents • Provides updates to • customer • Develops and distributes • minor fixes and • modifications • Performs software code changes • Develops mayor fixes • and modifications to both • base and customized • applications • Manage all incidents through lifecycle, end to end • Escalate problems as needed to ensure resolution Qik Developer Help Desk • Central point of contact for Sabre Qik Developer customers • Targets to solve 25% of incidents at 1st Contact • Sabre Technical Desk • applications.support@sabre.com

3. Who to contact • End Users Help Desk • Handles all questions, concerns and requests related to Turbo Sabre, Ticketing Assistant, Power Assistant, or any customized Sabre Qik developed application. • For customized solutions, please note that this desk will be able to address questions related to the base application. However, how-to questions related to customized procedures (e.g. back-office integration) will need to be addressed by someone within the agency. • Email - applications.support@sabre.com • Phone - Local Sabre Software Support Desk number • Qik Developer Help Desk • Central point of contact for Sabre Qik Developer problems and requests. • Email - applications.support@sabre.com • Phone - Local Sabre Software Support Desk number

4. Who to contact • Self-help resources: • Agency eServices Qik Developer Community:https://eservices.sabre.com/tools/Community/Community.asp?form_action=ComDisplay&Com_Id=101& • Agency eServices Turbo Sabre Community:https://eservices.sabre.com/tools/Community/Community.asp?form_action=ComDisplay&Com_Id=506& • Sabre Travel Network product overviews: • Turbo Sabre:http://www.sabretravelnetwork.com/products/travel_agencies/turboSabre.html • Sabre Qik Developer: http://www.sabretravelnetwork.com/products/travel_agencies/application_development/qik.html

5. Basics • Help desk is staffed 24x7x365 • Service targets: • Answer minimum of 70% of calls within 40 seconds • Phone response within 24 hours • E-mail or web responses within 72 hours • End-to-end Service Incident management

6. Managing Service Incidents Severity Levels • Level 1 - A complete loss of service. The system is inoperable. Work cannot continue. Target resolution: 24 hours • Level 2 - A severe loss of service. Problem affects a critical business function. However, work can continue in a restricted operating mode. Target resolution: 5 to 10 days • Level 3 - A moderate loss of service. A workaround is available. Target resolution: Future release • Level 4 - No loss of service. Problem is minor. No workaround is required. Target Resolution: undefined

7. Information to send to the Support Desk What you should include while reporting a problem: • A full description of the problem, steps to repeat, expected behavior and actual behavior – providing this from the start speeds up the entire resolution process • Version Number of the application • qik.properties – almost always this file is useful for troubleshooting • qik.trace.log – generated after activating full tracing • developer.trace.log – if the problem is generated while developing • desktop.lax and developer.lax files – if you have added any external libraries to them • The actual script or application – if you feel like it can help clarify what your problem is about