Agmt25 Invoice Cloud, Inc. - Laserfiche WebLink

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REV: 03-27-25 MI 6. Payer Email Notifications The Service provides a set of customizable email notification templates for each invoice type that are delivered for numerous events surrounding electronic invoice presentment and payment activity. Email notifications may be customized through the Biller Portal using a Word style editor and options to insert secure hyperlinks to website, links to electronic documents such as newsletter or bill inserts, and/or variable fields selected from the Biller’s data file. 7. Implementation Process InvoiceCloud assigns an Implementations Manager (IM) for each project. The IM will be the Biller’s primary contact during the implementation process and coordinates all necessary resources from Biller, Biller software company, InvoiceCloud, and any sub-contractors. The IM will provide the Biller with the following documents to facilitate the project: a.New Biller Questionnaire & Questionnaire Key – Documents critical information needed to setup and initiate the service including information on business rules and feature selection. b.Project Timeline – Details project schedule and milestones. c.Testing & Training Plan – This plan walks the Biller through a set of user acceptance testing criteria and facilitates training on the service. 8. Support InvoiceCloud’s Client Services team is available to assist you Monday – Friday from 7:00 am – 8:00 pm Eastern Time, excluding holidays. You may submit a ticket (at any time) via Support Central in your Biller Portal, or, during these hours, speak to a Product Specialist who will answer questions, troubleshoot problems, and assist as needed to enable you to get the most from your partnership with InvoiceCloud and your use of the Service. You will also be provided with a special telephone number that you can use should you encounter an emergency after hours. We use the following severity levels to guide our team: •“Critical Severity” support issues are responded to within 1 hour and must be reported via phone so we can most quickly troubleshoot with you. Examples of these issues include unavailability of the InvoiceCloud portal, platform, integrations, or APIs, or a problem that is severely adversely impacting your ability to use the platform. Inactive Customers Outstanding Invoices Paperless Customers with Address Paperless Customers Email Address Payment Details from last Month Payment Details from Yesterday Reconciliation Reports: Batch: o Open Batch o Settled Batch History Data Pump Error Summary File Processing Month End Billing Invoice Online Bank Direct Paperless Customer Email Bounce Daily Report Request System Notifications Service Updates Stratus Notifications ATTY/AGR.2025.049/Invoice Cloud (Page 16 of 39)