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<br />8 <br /> <br />www.viriciti.com <br />During public holidays that occur in the Netherlands as well in the United States, we will try to provide <br />emergency support, but this is not committed. These holidays are the following: <br /> New year’s day <br /> Good Friday <br /> Christmas day <br /> New year’s eve <br />On business days and during our support window we offer technical support. Outside of business hours <br />and during holidays we will administer your issues and requests via our support partner. These will be <br />picked up as soon as possible on the following business day. In the unlikely event of a Severity 1 - <br />Service unavailable issue occurring, our support partner will escalate to our ViriCiti lead support <br />engineer. <br /> <br />ANNEX II - Official support lines <br />The following methods are defined as our official support lines: <br /> Contacting our support lines, available during the designated support windows (See Annex <br />I): <br /> Amsterdam HQ: +31 (0) 20 210 36 78 <br /> Greenville, SC: +1 864 202 6692 <br /> Irvine, CA: +1 949 503 7750 <br /> Sending an email to support@viriciti.com. This will be picked up during the current or <br />following support window. <br /> <br />ANNEX III - Support for the Smart Driving product <br />ViriCiti does not have access to the customer’s ITCS system and its data, therefore for our Smart <br />Driving product we only support the customer’s Community Admin. By verifying the issues while <br />including the ITCS data, they can offer first line support to their colleagues. If any other employee of that <br />organization reaches out via the official support lines, they will be redirected to the Community Admin. <br />The Community Admin can be one or multiple employees of the customer who will be responsible to <br />give first line support to Drivers and Managers. Only when the Community Admin cannot support their <br />colleagues with the available documentation, the Community Admin can reach out via the official <br />support lines.