We strongly believe in the "Power of Choice" which is fostered in a competitive environment. Eshbel's relations with its Partners give Priority customers the freedom to choose their support from the best providers available. Eshbel will always be on hand to provide first line support for customers who request it, although we believe that for most customers this level of support is better provided by local Partners who are as close as possible to the customer site and familiar with its operations.

When customers select an ERP vendor, they entrust the vendor to provide a full solution, not merely a software package. Our business model relies on our Partners to not only market, but to support our products. Following this philosophy we invest heavily in providing our partners with documented implementation tools and clear methodology, best practices, standard working procedures and other implements to help their professional services team deliver a world class service.

Eshbel is committed to making sure that Priority meets your business needs, and that you are knowledgeable and comfortable enough with the software to get the most business value from your investment. Please read more about what constitutes our First Line and Second Line Support, which are covered in the fees remitted for the SLA.

First line support, which is covered by the support fees as part of your SLA, includes addressing operational malfunctions which are closely related to the implementation procedures and private customizations. The First Line support will provide assessment of the issue to determine if it is indeed a software malfunction or implementation/training matter which needs to be addressed.

Our Partners are dedicated to providing First Line services and support on a global level.

Items not covered by First or Second Line support as part of the SLA can be billed separately. Read more about Professional Services.

Second Line support is handled directly by Eshbel. These services include:

• Bug fixes
• Upgrades
• Documentation & Help Utilities

Upgrades

While our step-by-step guides have been helpful in the installation and upgrade processes, many customers have opted to purchase additional professional services from our partners so that they an concentrate on their core business. As always, the choice is up to you.

Documentation and Help Utilities

Priority provides a full complement of help tools which are updated on a regular basis, that enable you to quickly become proficient with the system, reducing learning and training time, and enhancing the extent to which you can take advantage of the system's functions and power:

A wealth of Standard Operating Procedures (SOPs), detailing the standard steps to take to perform a specific business process (e.g., open a new vendor). Each SOP is stored in a Word document that is accessible directly from Priority menus, and which can be modified to the specific business practices of your company.

A variety of Wizards, which guide the user in the performance of different tasks within the system. Wizards appear in a small help window that remains visible as you work, and accompany the user in a wide variety of processes (e.g., defining parts), providing step-by-step instructions and interactive information. The user can even open the forms, reports and programs from within the wizard itself.

Online help attached to each system entity (e.g., column, form, report, menu), accessible from a toolbar button, pop-up menu and function key. Each program and most reports in the system are accompanied by help windows that assist the user in entering the necessary parameters.

Webinars are instructional films that walk you through the performance of a given work process. They are currently available for inventory counts and initializing the fiscal year.

The Priority FAQ is a searchable help resource providing answers to specific questions regarding the system's major modules and operations.

The Priority User Interface Guide will help familiarize you with all aspects of the Priority interface.